Job Description Summary

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 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. 

The Service Operations 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 Service Operations Coordinator operates as an internal expert on our business processes and service capabilities to align operational efficiencies to financial drivers. This 12-month contract position will sit in our offices in Mississauga, ON offices, 4 days onsite and 1 day working from home.

Job Responsibilities

• Instrument Installation Coordination: Assist with managing  instrument installations, demos, loaners and upgrades by liaising with customers, sales, service reps and logistics stakeholders to ensure on-time equipment installations and superior customer experience.
• 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.
• Field Service Dispatch: Dispatch work orders using our Customer Relations Management system (ServiceMax).
• Inquiries: Manage incoming customer and internal associate inquiries via email and respond in a timely manner.
• SAP, CRM, iBase & ServiceMax Administration: Utilize internal system tools to ensure that service processes are monitored and maintained.
• Other duties as assigned

Education and Experience

• College Degree in a related field combined with relevant experience or bachelor’s degree can be considered.
• Experience in a customer service and/or Field Service environment.

Knowledge and Skills

• Bilingualism French is a strong asset.
• Must be detail oriented.
• Be able to prioritize/manage incoming tasks.
• Excellent communication and interpersonal skills.
• ServiceMax experience an asset.
• SAP experience an asset.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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. 

To learn more about BD visit https://bd.com/careers

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!  

Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577. 

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