Customer Escalation Specialist

4 weeks ago

Sparks, United States BD Full time

**Job Description Summary**: BD:
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? We’re 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 - it’s 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), you’ll be the go-to person for managing customer escalations that require a special touch. You’ll 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. You’ll 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.

You’ll 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, you’ll collaborate with leadership teams to secure the resources needed for success.

In this role, you’ll 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

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.

**Primary Duties and Responsibilities**:
As a **Customer Escalation Specialist**, you’ll 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 S

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