As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.
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 MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
The Branch Service Manager is responsible for driving service delivery excellence, ensuring high instrument uptime, managing field service operations, and enhancing customer satisfaction across the assigned territory. The role involves leading service engineers, managing contracts (AMC/CMC), and ensuring compliance with Company`s service standards and business objectives.
-
Oversee installation, preventive maintenance (PM), and breakdown service activities for ADx Instruments.
-
Ensure >98% uptime of customer instruments through proactive service planning.
-
Monitor and drive closure of service calls within defined TAT.
-
Lead, mentor, and monitor a team of Field Service Engineers (FSEs) And ASMs.
-
Allocate resources effectively based on workload and geography.
-
Conduct regular performance reviews and skill development initiatives.
-
Build strong relationships with key customers (hospitals, research institutes, labs).
-
Address escalations and ensure timely resolution of critical issues.
-
Drive customer satisfaction and retention through high-quality service support.
-
Drive AMC/CMC conversion and renewal targets within the assigned branch.
-
Support service revenue growth including spare parts, upgrades, and billable visits.
-
Coordinate with the commercial and finance teams for invoicing and collections follow-up.
-
Ensure adherence to BD service SOPs, documentation, and audit requirements.
-
Maintain service records, PM reports, installation reports, and regulatory compliance.
-
Support internal and external audits as required.
-
Monitor availability and consumption of spare parts.
-
Coordinate with supply chain/logistics to minimize downtime due to part shortages.
-
Optimize inventory levels at branch level.
-
Collaborate with Application Specialists, Sales Teams, and Regional Leadership.
-
Support product installations and ensure application readiness at customer sites.
-
Coordinate with global/regional support teams for technical escalations.
-
Provide regular service dashboards on KPIs (uptime, call closure, contract coverage, revenue).
-
Analyze service trends and identify areas for operational improvement.
-
Present branch performance updates to leadership.
-
Instrument uptime (%)
-
Service call closure TAT
-
AMC/CMC renewal rate
-
Service revenue achievement
-
Customer satisfaction score (CSAT)
-
Audit & compliance adherence
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.
To learn more about BD visithttps://bd.com/careers.
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.
Required Skills
Optional Skills
.
IND Bengaluru - Cornich Al-Latheef
