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 Bilingual Service Operations Coordinator plays a vital role within the Life Sciences business unit. With a strong customer focus, this position collaborates cross-functionally with field service, marketing, operations, finance, and sales teams to deliver exceptional service experiences. The coordinator is instrumental in driving continuous improvement initiatives aimed at enhancing the customer journey and fostering long-term loyalty.

This role serves as a key point of contact for customers, building strong relationships while supporting the achievement of business objectives. As an internal expert on service processes and capabilities, it also ensures operational efficiency is aligned with financial goals, contributing directly to the success of the organization. This role follows a hybrid schedule: in-office Monday through Thursday, and work from home on Fridays.

Job Responsibilities

• Instrument Installation Coordination: support instrument installations, demonstrations, loaners, and upgrades by coordinating with customers, sales teams, field service representatives, and logistics partners to ensure timely execution and a seamless customer experience.
• Time & Material Service Dispatch and Quoting: Collaborate with customers and Field Service Representatives (FSRs) to generate service quotations in SAP and dispatch work orders accordingly.
• Service Billing & Invoicing Reconciliation: Partner with customers and internal teams to investigate and resolve billing discrepancies, ensuring accurate and timely invoicing.
• Field Service Dispatch: Schedule and dispatch service work orders using the Customer Relationship Management (CRM) system, ServiceMax.
• Inquiry Management: Respond promptly and professionally to incoming inquiries from customers and internal stakeholders via email.
• System Administration: Utilize SAP, CRM, iBase, and ServiceMax to monitor, maintain, and support service operations and data integrity.

Education and Experience required

• College Degree.
• 2 years professional experience in a customer service, field service, or dispatch environment.

Knowledge and Skills required:

• Bilingual in French and English (fluent in reading, writing, and speaking) to effectively communicate with both English- and French-speaking customers and internal stakeholders.
• Proficient in Microsoft Office Suite, including Word, PowerPoint, and Outlook; strong Excel skills, with expertise in functions such as VLOOKUP, PivotTables, and data analytics.
• Experienced with ERP systems
• Detail-oriented, with a strong focus on accuracy and quality in all tasks.
• Skilled in task prioritization and time management, able to handle multiple incoming requests efficiently.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and engage professionally with stakeholders.

Preferred qualifications

• Bachelor’s degree preferred.
• Experience with billing, invoicing, debits, and credits is a strong asset, particularly in resolving discrepancies and ensuring accurate transactions.
• Experience with ServiceMax considered an asset; familiarity with the platform for field service dispatch and work order management is advantageous.
• Hands-on knowledge of SAP for service operations, quoting, billing, and product disposition activities preferred.

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

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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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