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Field Service Supervisor

3 months ago

Québec, Quebec, Canada BD Full time
**Job Description Summary**: Le Superviseur Service et Support pour les dispositifs de distribution BD Pyxis est responsable de fournir un leadership à l'équipe locale de service sur le terrain et du soutien au Gestionnaire Sénior. Supervise les tâches administratives associé aux objectifs commerciaux de BD et aux objectifs et affectations de l'équipe opérationnelle, et prend en charge les tâches et tâches interfonctionnelles pour l'optimisation des activités, telles qu'assignées par le Gestionnaire Sénior.

The Field Service Supervisor for BD Pyxis Dispensing Devices is accountable for providing leadership to the local Field Service Team and support to the Senior Manager, oversees the administrative tasks associated with BD business goals and operational team objectives and assignments, and supports cross-functional duties and tasks for Business Optimization as assigned by the Associate Director.

We are** the makers of possible**

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a **maker of possible** with us.

Le Superviseur Service et Support relève du Gestionnaire sénior et supervise les activités du service sur le terrain d'une région géographique désignée pour supporter les objectifs commerciaux de l'entreprise associés au service et support des produits BD Pyxis au sein du portefeuille MMS.

**Responsabilités du rôle de Superviseur Service et Support de BD**:

- Le Superviseur Service et Support fournit un soutien au Gestionnaire Sénior, Chargé de Projet d'Implantation, équipes interfonctionnelles internes et équipe locale de service sur le terrain à divers titres pour soutenir les buts et objectifs commerciaux établis
- Fournit un support technique à distance et en personne pour les systèmes de distribution automatisés BD Pyxis situés dans les hôpitaux et autres établissements de soins de santé dans la zone de service désignée et dans la conformité de nos accords de support client au besoin
- Répondre, évaluer et prioriser les demandes de services ; diagnostiquer, entretenir et résoudre les problèmes matériels et logiciels propriétaire du système, prendre en charge et maintenir la demande de service, et escalader les problèmes au besoin ; enregistrer, suivre et documenter toutes les activités des demandes de services et être capable de soutenir pleinement tous les produits de la région selon les besoins
- Supervise une zone géographique assignée par le Gestionnaire Sénior et examine et recommande les niveaux d'effectifs pour la zone, en fonction des besoins de l'entreprise
- Supervise les opérations quotidiennes de l'équipe locale de service sur le terrain
- Supervise l'achèvement de tous les programmes de formation de l'équipe locale de service sur le terrain
- Agit comme premier point de contact pour les problèmes des employés et clients et communique avec le Leadership Exécutif et Sénior, le Centre de Support Technique et d'autres équipes interfonctionnelles concernant les problèmes de support client
- Facilite les sessions d'encadrement avec le personnel pour l'expérience comportementale, technique et opportunités d'expérience clients
- Encadre le personnel et travaille à identifier les opportunités de développement, de croissance, d'avancement et établir les meilleures pratiques
- Doit faire preuve d'un leadership et d'une communication solides, et d'une compréhension des environnement des affaires de la santé
- Doit démontrer une capacité éprouvée à diriger et à développer des performances de haut niveau pour les associés
- Doit posséder et maintenir une connaissance supérieure des procédures et politiques du département de l'entreprise et du service, y compris le traitement des plaintes des clients et les rapports sur les dispositifs médicaux
- Diffuse la politique et les procédures de service sur le terrain, maintient le tableau de bord et les métriques de l'équipe, et respecte l'inventaire de l'équipe et les cédules d'audit du dépôt
- Doit posséder une connaissance pratique du matériel/processus d'affaires/contrôles budgétaires
- Favorise un climat d'accessibilité et de dialogue ouvert dans lequel les gens valorisent le mentorat et sont encouragés à performer à des niveaux plus élevés
- Promouvoir et favoriser une culture de travail d'équipe au sein de l'équipe locale de service sur le terrain et entre unités d'aff