Customer Escalation Specialist - Sparks Glencoe, United States - BD (Becton, Dickinson and Company)

Description

**Job Description Summary**

BD:

BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems and reagents. The Company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD employs approximately 28,000 people in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry and the general public. For more information, please visit

JOB SUMMARY:

Join us as a Customer Escalation Specialist: Be the Hero in Our Story

Are you ready to make a difference and leave a mark in the world of Life Sciences? Were looking for a dynamic individual to join our US Life Sciences Service Operations Team as a Customer Escalation Specialist. This role is more than just a job - its an opportunity to shape the future of our DS business unit and enhance customer experience across North America.

As a key player in our Customer Escalation Management Program (CEM), youll be the go-to person for managing customer escalations that require a special touch. Youll work closely with our core-IDS business segments, focusing on Lab Automation platforms like Kiestra and COR, and collaborate with internal teams to develop action plans that drive resolution.

Your role will be pivotal in maintaining high levels of customer satisfaction and ensuring the ongoing success of our products. Youll have the chance to flex your Program Management skills and work cross-functionally with diverse teams, including Field Service Engineers, Applications Specialists, Technical Support, Sales/Marketing, Quality and Regulatory, Supply-Chain, Service Engineering, and Senior Leadership.

Youll also have the opportunity to work directly with our customers, communicating action plans and soothing any concerns they may have. As part of the CEM program, youll collaborate with leadership teams to secure the resources needed for success.

In this role, youll keep a pulse on key metrics such as escalation volume, resolution time, and providing valuable reports to management and participating with escalation root-cause analysis, to drive improvements with our products and processes. This highly visible position offers a unique opportunity to enhance BD Life Sciences customer experience and contribute to our regional business success.

Join us and be the hero in our story

**Job Description**

**Job Description**

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 its no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto 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 youll be supported to learn, grow and become your best self. Become a **maker of possible** with us.

**Primary Duties and Responsibilities:**

As a **Customer Escalation Specialist** , youll have the opportunity to:

**Lead the Charge** : Coordinate and handle critical issue events daily, working hand-in-hand with key stakeholders to resolution.

**Steer the Ship** : Conduct and spearhead internal meetings to develop action plans

**Be the Voice** : Communicate effectively with customers to gain their acceptance of action plans and soothe any concerns. Participate in customer business and operational reviews as needed.

**Keep Everyone in the Loop** : Provide regular updates to extended teams and management about trends.

**Collaborate and Align** : Work closely with our Product Management, Marketing, and Sales teams to align with customer situations and stay updated with product-related developments.

**Develop and Communicate** **: Collaborate with internal support teams**

**Raise the Alarm** : Alert management when additional resources are needed, operational metrics miss targets, or customer situations reach a critical state.

**Improve and Innovate** : Work with management to enhance the process.

**Ensure Swift Resolution** : Collaborate with global Product Center of Excellence teams to ensure quick resolution

**Maintain Compliance** : Work with your team to ensure compliance and safety with all administrative responsibilities.

**Build Relationships** : Establish and cultivate internal and external relationships to enhance business performance and customer experiences.

**Drive Change** : Lead change initiatives to improve efficiencies and complete business commitments.

**Adhere to Excellence** : Follow Quality Policies and Departmental Standard Operation Procedures.

**Minimum Qualifications:**

**Leadership Excellence** : Consistent record of motivating, and organizing cross-functional projects/teams/programs.

**Project Management Prowess** : Expertise in handling individual deliverables within larger projects using established processes and technology tools.

**Training Expertise** : Ability to provide comprehensive and effective training to a diverse audience with varied cultural and learning styles.

**Professionalism** : Ability to work with all levels of internal/external organizations, demonstrating consistent professionalism in customer and cross-functional interactions.

**Interpersonal Skills** : Effective communication skills, including crisis/conflict resolution. Excellent written, verbal, and presentation skills. Highly organized and able to multitask.

**Tech-Savviness** : Proficiency with Business Information Systems (e.g., SAP, SFDC/ServiceMax), Microsoft Office suite, and the ability to create dashboards within SFDC ServiceMax.

**Travel Ready** : Willingness and ability to travel up to 10%.

**Education and Experience**

**Educational Excellence** : A Bachelors Degree in Engineering or Life Science, or equivalent technical or military training in electronics.

**Customer Service Expertise** : Over two years of customer-facing service delivery or Customer Support Management experience, ideally within the Life Sciences or Medical Diagnostics industries.

**Automation Experience** : Two years of hands-on experience with Automation instrumentation preferred.

**Project Management Skills** : Proven ability to handle complex projects and tasks independently with minimal direction.

**Communication Proficiency** : Effective verbal and written communication skills.

**Continuous Improvement Knowledge** : Foundation in Continuous Improvement methodologies, such as Lean and Six Sigma is preferred.

**Tech-Savviness** : Experience with SAP, ServiceMax, and Salesforce CRM platforms. Basic knowledge of medical device hardware and software cybersecurity rules and regulations.

**Program Management Success** : Known to work in Program Management in a cross-functional team setting.

**Customer-Centric Approach** : A customer-first mentality.

**Leadership Strength** : A strong, results-oriented leader capable of leading, inspiring, influencing, and motivating teams within a complex, matrixed organization.

Join us and elevate your career with your education and experience

For certain roles at BD, employment is contingent upon the Companys 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 BDs 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. Its also a place where we help each other be great, we do whats 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, youll 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.

**To learn more about BD visit** ****

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

**Primary Work Location**

USA MD - Sparks - 7 Loveton Circle

**Additional Locations**

**Work Shift**

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.