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.

Job Description The Bilingual Service Operations Process Coordinator supports day-to-day Service Operations for the Advanced Diagnostics & Biosciences business in Canada, with a primary focus on ServiceMax. The incumbent maintains accurate service records,



supports work order and service agreement workflows, assists users, and coordinates system issue resolution, testing, reporting, and process documentation. Working within established procedures and under the direction of Service Operations management, the coordinator supports consistent service execution and a high-quality customer experience, escalating complex issues and approval decisions to the appropriate owners.

Job Responsibilities:

- Provide first-line ServiceMax user support, answer routine workflow questions, document issues, and elevate technical or configuration requests to the appropriate system support team.
- Coordinate ServiceMax work order workflows, monitor record completeness and status, and follow up with service teams on missing information or outstanding actions in accordance with established procedures.
- Identify recurring ServiceMax workflow issues and data gaps, recommend practical improvements, and support approved changes under the direction of the process owner.
- Maintain ServiceMax work instructions, SOPs, and reference materials to reflect approved workflows and support consistent day-to-day execution.
- Support ServiceMax releases and enhancements by executing assigned user acceptance testing (UAT), documenting results and defects, tracking follow-up actions, and assisting with end-user communications; coordinate SAP and CRM dependencies with system owners.




- Review ServiceMax service activity and installation records for completeness to support timely billing, inventory reconciliation, and installation revenue recognition; refer discrepancies and financial decisions to the responsible teams.
- Maintain accurate installed equipment and service agreement records in ServiceMax within assigned access permissions; reconcile service agreement information with SAP and coordinate correction of discrepancies.
- Prepare routine ServiceMax reports and monthly Service Plan Attach Metrics, validate data accuracy, and highlight exceptions or trends for review by Service Operations management.
- Support approved labour, travel, and spare parts pricing updates in applicable service systems, verify record accuracy, and escalated pricing exceptions for approval.
- Maintain ServiceMax training materials and provide routine user guidance, onboarding support, and refresher training on established workflows.
- Support field service audits by retrieving ServiceMax records, checking required documentation, and tracking assigned corrective actions in accordance with established requirements.

Education and Experience required:

- College Diploma or University Degree
- 2-5 years of skilled experience in service operations, service coordination, or business system support, including hands‑on experience using ServiceMax (or similar ERP) to maintain service records, support workflows, and assist users.

Knowledge and Skills required:

- Bilingual fluency in English and French (read, speak, write) required to communicate with colleagues and customers.
- Working proficiency in ServiceMax (or similar ERP), including work orders, installed equipm

📌 Bilingual Service Operations Process Coordinator (Canada)
🏢 Becton Dickinson
📍 Canada