Global Director, Service Operations Excellence– Waters Biosciences

We Are The People Who Give Possibilities Purpose

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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

The Director, Global Service Operations Excellence will be responsible for:

• Driving service value capture initiatives across cost productivity, and install‑base optimization.
• Establishing and advancing standardized global operating mechanisms for Biosciences service operations to promote consistency, scalability, and adherence to regulatory requirements as well as company quality policies and procedures.
• Defining and owning the global service strategy to consistently deliver exceptional and measurable service performance at all Biosciences service touchpoints. This also involves collecting best practices from various regions and applying them on a broader scale while considering local differences.
• Leading the charge in transforming service data into valuable business insights by developing of global reporting, analytics, and dashboards, facilitating performance management, informed decision‑making, and proactive issue resolution.
• Leading the Global Service Engineering organization, including ownership of:
• Global escalations for complex technical issues
• Supportability of Flow Cytometry platforms in the field
• Close collaboration with R&D on new product introductions (NPI)
• Embedding Design for Serviceability (DfS) principles into product development by partnering with R&D and Engineering to:
• Improve uptime, reliability, and service efficiency
• Influence architecture, diagnostics, modularity, and accessibility
• Reduce total cost of ownership for customers
• Partnering cross‑functionally with Commercial, R&D, Quality, and Operations teams to ensure business continuity, successful integration, and customer‑centric execution

• 10+ years of progressive leadership experience in global service operations, technical services, or service engineering, preferably within flow cytometry, life sciences, diagnostics, or other regulated industries
• Strong Flow Cytometry domain experience, including familiarity with instrument complexity, service models, and customer use cases
• Demonstrated success in influencing product design through a serviceability lens, particularly during NPI and lifecycle management
• Proven ability to drive operational rigor, standardization, and value capture at global scale
• Experience leading global engineering, escalation, or advanced support organizations
• Data‑driven mindset with hands‑on experience in service analytics, KPIs, and performance dashboards
• Strong executive presence with the ability to influence senior stakeholders across functions and regions

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 healthcare. At BD, you'll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally protected characteristics.

USA CA - Milpitas 155

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