Team Lead, Instrument Service Analyst

**Job Description Summary**:
**Be part of something bigger**

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.
- Act as the Life Sciences Segment Service Process Integrator for Canada. Represent the Canadian business on Global Process Integrator, ServiceMax Release Management and ServiceMax Continuous Improvements meetings.
- Lead a team of Service Administration professionals to facilitate meeting business objectives and team synergies.
- Manage the release and technical enhancement process for ServiceMax, SAP and CRM for Canada, including user testing and HPALM documentation (as required). Escalate and drive resolution of technical issues with the platform leaders
- Responsible to log incident tickets for system issues and drive resolution with global process and 3rd party technical teams (CG, HCL)
- Drive continuous improvement projects, that enhance customer experience and commercial intensity, through focused efforts across shared functions. Leverage learnings from other sites and regions
- Drive inventory reconciliation and field service trunk stock counts to decrease inventory risk- Coordinate onboarding activities and the development of training aids to further support current and future business needs
- Monitor service team process performance metrics (aged work orders, complaints and claims, confirmation errors, preventative maintenance, contracts) and raise awareness to concerns and/or opportunities and help drive resolution
- Support instrument service team with day to day service activities (as required)
- 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. Create and monitor customer parts orders
- Service Billing & Invoicing Reconciliation: Work with customers and internal partners to resolve billing issues (GSRs errors)
- Instrument Service Dispatch: Dispatch services using our Customer Relations Management system (ServiceMax) for DS (excluding FR) and create case and WO for BDB French Customers- SAP, CRM, iBase & ServiceMax Administration: Utilize internal system tools to ensure that service processes are monitored and maintained.

**Qualifications**:

- 3-5yrs experience in a field service environment with ServiceMax (required)
- Leading a team of admin professionals
- College Diploma or University Degree
- Must be process and detail oriented
- Ability to multi-task, prioritize and manage various initiatives and projects
- Excellent communication and interpersonal skills
- SAP and CRM experience an asset
- For many 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, weekly testing for COVID-19 may be available instead of vaccination. 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 empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.
- 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**: