Lider de Servicio Técnico Global

Job Description Summary

How about belonging to a leading global medical technology company that acts to advance the world of health?

BD is one of the largest medical technology companies in the world. We have a unique position in the market with solutions to improve disease management and care management, customer support, health professionals and patients in improving clinical practice. Globally, we are more than 65,000 employees passionate about what we do and we are committed to advance the world of health with solutions from diagnosis to treatment.

Join us

The BD Technical Service teams deliver innovative, high-quality support and services to our customers, helping them succeed every day and improve patient outcomes. Our solutions are designed and supported by the state-of-the-art technologies including automation, robotics, electronics, lasers and optical components, imaging, microfluidics, middleware, computers, IT connectivity, acquisition and analysis software, remote access and much more.

Embedded in a local, regional or international team, you’ll be supported by a global organization. You receive the latest training, tools and support to enable best-in-class service. You can develop and grow your career in roles ranging from product support through to managerial functions. Join us in delivering innovative product design and a great customer experience.

Global Service Engineering Supervisor

The Global Service Engineering Supervisor has the primary responsibility to lead our Mexico Service Sustaining Engineering team that owns Global Service Escalations of BD Biosciences Instruments, and works with the Global Field Service Organizations and support functions such as R&D, Manufacturing Engineering, Quality, Sustaining Engineering, and others to restore the operation of our customer’s instruments in the shortest time possible.

**Job Description**:
Main Functions
- Supervise the day to day activites of the Global Service Engineering team and provide guidance and support to the team members to help them achieve their goals. Providing periodic updates and recommendations to functional leadership on Global Escalation Support performance, product failures analysis and Service Engineering deliverables. Performs other supervisory duties and assignments as required.
- Own Global Escalations and work with Global Field Service Organizations and support functions such as R&D, Manufacturing Engineering, Quality, Sustaining Engineering, and others to restore the operation of our customer’s instruments in the shortest time possible.
- Supports regional support engineers via telephone or on-site to resolve non-routine technical problems.
- Monitors service and reliability data from the field as well as management reports and repair center feedback. Identifies trends and problems in the field and makes recommendations to assist resolution. Develops programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer downtime.
- Attends reliability meetings and reviews to provide service based input into product change decisions. Serves as liaison between customer service and research, engineering, manufacturing, and quality assurance regarding the definition and resolution of product problems.
- Prepares and update all service documentation including items such as service manuals, technical bulletins, field change notifications, theory of operation, troubleshooting guides, upgrade instructions, and parts lists. Identifies procedures and creates tools to facilitate effective troubleshooting and repair of products by field engineers.
- Promotes a safe work environment. Participates in Environmental Health & Safety programs. Addresses corrective actions whenever a hazard is identified. Keeps abreast of the basic requirements for compliance in own area of work and complies with those requirements. Participates as required in training on regulatory issues affecting own area of work. Brings regulatory compliance questions/issues to the attention of management

Job Profile
- BS in engineering discipline and five years of technical support experience, or equivalent combination of related education and experience.
- Advanced English
- 5+ years of experience in a similar role
- Working knowledge of electronic, biomedical, and mechanical engineering.
- Experience within BDB supporting flow cytometry equipment and resolving moderately complex technical issues
- Hands-on experience in technical product support, field service, or similar technical role
- Supervisory role experience

**Skills**:

- Effective interpersonal skills.
- Effective analytical and problem-solving skills.
- Effective written and oral communication skills.
- Promotes collaboration between different groups
- Developing and Influencing Others
- Customer Focus
- Planning, Coordination and Execution
- Team leadership
- Results oriented

Primary Work Location

MEX Mexico City - Lomas de Chapultepec