Partner Managment & Service Desk Coordinator (Pyxis/PIC) (Full/Part Time)

BD; Wien; On-site; EUR 59,000 - 94,000; Full time

Benefits offered by this job

Total Rewards

Job summary

BD is seeking a Service Desk Coordinator within the Global Customer Service (GCS) department in Vienna to support a team of Service Desk specialists serving customers for Dispensing Pyxis/PIC products.

The role focuses on coordinating daily operations, handling escalations, improving processes, and maintaining service quality through strong collaboration with Sales, Engineering, and Product Management.

Qualifications

• Completed business or technical training.
• Excellent written and verbal communication in English; Spanish preferred.
• Proficiency with common service desk tools and MS Office.

Responsibilities

• Coordinate and oversee Service Desk operations for Dispensing Pyxis/PIC products.
• Ensure efficient handling and resolution of customer inquiries and incident tickets (1st/2nd level).
• Act as primary point of contact for customers and manage escalations.
• Drive KPIs and SLAs, monitor service delivery, and report performance.

Skills

English proficiency

Spanish preferred

Team collaboration

Problem solving

Education

Business or technical training

Tools

MS Office

Service desk tools

Job description

Job Description

As part of the “Global Customer Service” (GCS) department, the Service Desk Coordinator provides operational support to the team of Service Desk specialists who interact directly with customers.

Duties and Responsibilities

• Coordinate and oversee Service Desk operations for Dispensing Pyxis/PIC products.
• Ensure efficient handling and resolution of customer inquiries and incident tickets through 1st and 2nd Level Support.
• Act as the primary point of contact for customers, managing and resolving internal and external escalations.
• Coordinate day-to-day team activities and drive a strong operational focus.
• Manage workload distribution and resource allocation to ensure effective service delivery.
• Provide operational guidance and support to Service Desk Specialists.
• Develop, implement, and continuously improve Service Desk processes and procedures.
• Own, monitor, and report on Service KPIs and ensure compliance with Service Level Agreements (SLAs).
• Build and maintain strong relationships with external service partners, suppliers, and stakeholders.
• Organize and lead regular partner meetings to review performance and identify improvement opportunities.
• Prepare service performance reports, analyses, and recommendations for the business.
• Collaborate closely with Sales, Engineering, Product Management, and other internal departments to ensure an integrated service approach.
• Maintain and enhance the Service Desk knowledge base, documentation, and training materials.
• Support the introduction of new products, services, and operational processes within the Dispensing Pyxis/PIC portfolio.
• Drive service excellence, customer satisfaction, and continuous operational improvement.
• Contribute to the development and scaling of Service Desk structures, standards, and best practices.

Qualifications

• Completed business or technical training,
• Excellent written and verbal communication skills in English are required. Proficiency in Spanish is preferred
• Proficiency in using common service desk tools and MS Office applications.
• Strong communication and organizational skills.
• A structured and results-oriented approach to work.
• Strong customer focus and problem-solving skills.
• Ability to work in a team and act independently.
• Flexibility and willingness to learn new technologies and products (Dispensing Pyxis/PIC).

Why Join Us?

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 visit https://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.

Primary Work Location

AUT Vienna - Handelskai

Additional Locations

ESP San Agustin del Guadalix

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

€58,700.00 - €93,950.00 EUR Annual