Instrument Service Coordinator

6 months ago

Mississauga, Canada BD Full time

**Job Description Summary**: The Instrument Service Coordinator is an integral member of the Life Science business units. Customer focused, the role collaborates with field service, marketing, operations, finance and sales in delivering service excellence to our customers. The role will focus on the continuous improvement of enhancing the customer experience to deliver sustainable customer loyalty. This position plays a pivotal role in engaging with the customer, building customer relationships and driving business objectives. The Instrument Service Coordinator operates as the internal expert on our business processes and service capabilities to align operational efficiencies to financial drivers.

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.

**Responsibilities**
- SAP, CRM, ServiceMax Analysis and Reporting: work with global partners to analyze, report on and resolve system issues as the service operations SME.
- Trunk Stock Management: work with FSRs to maintain accurate trunk stock levels.
- Time & Material Service Dispatch and Quoting: work with customers and FSRs to create quotations in SAP and send out work orders to Field Service Reps accordingly.
- Service Billing & Invoicing Reconciliation: Work with customers and internal partners to resolve billing issues.
- Instrument Service Dispatch: Dispatch services using our Customer Relations Management system (ServiceMax).
- RMA’s: work with FSRs, customers and K&N associates to process returns.
- Instrument Coordination: Assist in managing instrument installations, demos, relocations, and loaners as needed by liaising with customers, sales, service reps and logistics stakeholders to ensure on-time capital equipment installations and superior customer experience.

**Skills and Competencies**
- Must be detail oriented.
- Be able to prioritize/manage incoming tasks.
- Excellent communication and interpersonal skills.
- Must possess analytical and problem-solving capabilities.
- Must be able to investigate and resolve back-end processes and technical issues independently.

**Qualifications and Experience**
- 1-3yrs Experience in a customer service and/or Field Service environment.
- Bilingual (English/French)
- ServiceMax experience an asset.
- SAP experience an asset.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

**Why Join Us?**

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Great Place to Work® has certified our workplace culture based on your feedback in the Trust Index® survey, and we've just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight

PDN

**Primary Work Location**: CAN Mississauga - Derry Road West

**Additional Locations**:
**Work Shift**: CA 0900-1700 M30 2250-3 (Canada)

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