Bilingual Senior Service Operations Process Specialist

Becton Dickinson; Mississauga; Hybrid; CAD 90,000 - 115,000; Full time

Job summary

Waters is seeking a Bilingual Senior Service Operations Process Specialist to lead, standardize, and continuously improve service operations across Canada. You will partner with Service Operations, Commercial teams, and global stakeholders to optimize service delivery and governance, ensuring an excellent customer experience.

The role requires a university degree or college diploma, 5+ years in instrument inventory management or field service operations, and strong experience with SAP,

Qualifications

• University Degree or College Diploma required.
• 5+ years of experience in instrument inventory management or equivalent field service operations.
• Experience optimizing service pricing strategies for labour, travel, spare parts to support profitability.

Responsibilities

• Serve as the primary point of contact and subject matter expert for service operations processes.
• Coordinate and support Service Operations activities to ensure alignment with priorities and standards.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Develop, implement, and maintain standardized service processes and SOPs to support consistency and scalability.
• Manage the release, enhancement, and ongoing optimization of ServiceMax, SAP, and CRM systems, including UAT, documentation, and end-user communication.
• Ensure timely and accurate execution of revenue-related activities, including billing and inventory counts.
• Ensure data integrity and alignment of service agreement data between SAP and ServiceMax.
• Lead the Canadian lead for Service Plan Attach Metrics and provide monthly reporting to leadership.
• Manage service pricing for labour, travel, and spare parts.
• Develop training materials; support onboarding and cross-training of Service Operations associates.
• Support field service auditing processes to ensure compliance and accuracy.

Skills

Bilingual English/French

Excel advanced

ERP/CRM experience

Process optimization

Cross-functional collaboration

Education

University Degree or College Diploma

Tools

SAP

ServiceMax

CRM systems

Job description

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 Bilingual Senior Service Operations Process Specialist is responsible for driving the coordination, standardization, and continuous improvement of Service Operations processes supporting the Advanced Diagnostics & Biosciences business across Canada. This role serves as a key operational leader and subject matter expert, partnering closely with Service Operations, Commercial teams, and global stakeholders to optimize service delivery, enhance process governance, and ensure operational excellence. The incumbent plays a critical role in aligning regional and global initiatives, improving business performance through process optimization, and delivering a seamless, high-quality customer experience.

Job Responsibilities:

• Serve as the primary point of contact and subject matter expert for service operations processes.
• Coordinate and support Service Operations activities to ensure alignment with business priorities, service level expectations, and operational standards.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and commercial effectiveness.
• Develop, implement, and maintain standardized service processes and SOPs to support consistency, onboarding, and scalability.
• Manage the release, enhancement, and ongoing optimization of ServiceMax, SAP, and CRM systems, including user acceptance testing (UAT), documentation, and end-user communication.
• Ensure timely and accurate execution of revenue-related activities, including billing, inventory counts, and installation revenue recognition.
• Ensure data integrity and alignment of service agreement data between SAP and ServiceMax.
• Serve as the Canadian lead for Service Plan Attach Metrics by monitoring performance, identifying improvement opportunities, and providing monthly reporting to the Canadian leadership team.
• Manage service pricing for labour, travel, and spare parts.
• Develop and maintain training materials; support onboarding and cross-training of Service Operations associates.
• Support field service auditing processes to ensure compliance and accuracy.

Education and Experience required:

• University Degree or College Diploma.
• 5+ years of experience in instrument inventory management and tracking, ensuring accurate visibility and availability of assets to support Field Service, Sales and Marketing teams in the successful and seamless execution of commercial opportunities.
• Demonstrated experience managing and optimizing service pricing strategies for labour, travel, spare parts, and service-related offerings, including price analysis, maintenance, and implementation to support profitability and business objectives.
• Proven ability to maintain data integrity, optimize inventory processes, and coordinate cross-functionally to drive operational efficiency and enhance customer responsiveness.

Knowledge and Skills required:

• Bilingual fluency in English and French (read, speak, write) required to communicate with colleagues and customers.
• Strong proficiency and knowledge of Microsoft Office applications (Word, PowerPoint, OneNote, Outlook).
• Advanced proficiency with Excel (pivot tables, VLOOKUP, SUMIF, etc.).
• Experience working with ERP and CRM systems such as SAP, ServiceMax.
• Must possess prior experience identifying inefficiencies in processes and proposing solutions to optimize them.

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.

Required Skills Optional Skills . Primary Work Location CAN Mississauga - Derry Road West Additional Locations Work Shift We are the #MakersofPossible Working together, we make products that patients, families and their healthcare professionals rely on. We do this because we are committed to advancing the world of health™. But it takes the imagination and passion of all of us at BD, from manufacturing to marketing, to look at the impossible and find solutions that turn dreams into possibilities with real-life health benefits for people today, tomorrow and beyond. We make this happen, together. We are the makers of possible.