BD (Becton, Dickinson and Company) Technical Training Consultant - Kuala Lumpur in Kuala Lumpur, Malaysia

Job Description Summary

Job Description

Primary Purpose

The Consultant, Learning and Performance will propose, develop, and deliver training sessions and other performance support solutions that produce measureable positive results in a highly technical and fast-paced customer support environment. This requires the ability to function as a business partner to quickly and deeply understand product support needs, performance needs, and organizational constraints/requirements , and then determine, design, develop, and deliver/implement the most effective and efficient learning solutions.

The Consultant, Learning and Performance will manage multiple projects in a fast-paced, matrixed, and collaborative work environment and be accountable for improving skills, processes/procedures, providing status, and documenting work/metrics. Relying on a depth of knowledge and experience in technical training and customer service the Consultant, Learning and Performance will be a key contributor to the development and continuous performance improvement of a technical customer service team in the medical device/healthcare industry, as well as support training and development of global distributors and customers as need arises.

Accountabilities include:

Training Delivery:

  • Designs, coordinates, and delivers instructor-led sessions using multiple technologies (classroom-based and web-based) for the assigned products or performance support needs across multiple domestic and international offices.

  • Evaluates the effectiveness of training sessions and performance solutions against business needs; provides metrics summarizing effectiveness and making recommendations for improvement to key stakeholders.

  • Maintains accurate and up-to-date classroom records including rosters and surveys.

  • Maintains classroom product equipment and student workstations.

  • Demonstrates advanced knowledge of classroom techniques, adult learning theory, individual learning styles, and cultural differences.

  • Establish an environment conducive to learning; develop and structure effective training sessions based on the different learning needs.

Technical Consultation:

  • Manages complex learning-related initiatives as a business partner with internal and external customers focusing on product use, installation, support, and service for multiple product lines.

  • Leads, monitors, and reports on the progress of projects, ensuring the accuracy of status reports and data related to team metrics.

  • Assesses learning and performance needs to craft effective and efficient plans for performance solutions and services that address business-specific requirements and constraints.

  • Model the most appropriate way to use our systems and provide customer opportunities for practice and feedback.

Instructional Design:

  • Proposes and assists in implementing a wide variety of support materials and performance solutions that range from industry standard to new approaches.

General:

  • Effectively resolves issues or determines escalation is needed. Escalates using a solution-oriented approach.

  • Creates and manages learning communications, SharePoint portals, OneNote notebooks, etc.

  • Works independently with minimal guidance

  • Build relationships and credibility by establishing position as a knowledgeable, client-focused partner.

  • Applies in-depth skills and broad knowledge of the business to address complex problems and non-standard situations

  • Balances a heavy workload in a fast-paced environment, while working on multiple projects simultaneously. Sets individual priorities in context with team priorities to meet goals in the face of multiple demands.

  • Flexes with business strategy changes.

  • Acts as a key contributor in a complex environment.

  • Participate on other teams or projects and share expertise

Qualifications

  • Education: Bachelor’s degree in Education, Adult Learning, Communication, or related field preferred.

  • Experience: 2-4 years of technical training delivery experience preferred

  • Working knowledge and ability to train of the following:

  • Microsoft SQL Server 2008 and/or Sybase database

  • Networking

  • Active Directory

  • VMware

  • Proven leader of individuals and teams in a technical support center environment

  • Industry experience with customer support organizations and/or medical devices, HIT, product implementation and support in a global environment preferred.

  • Demonstrated successful project management and experience and effective organizational skills.

  • Outstanding communicator; an individual who possesses superior written/verbal communication skills, as well as the ability to present his/her views in a clear and compelling manner.

  • Attention to detail while managing several complex deliverables across multiple groups, cultures, and time zones.

  • Ability to collect and analyze data as actionable input to continuous improvement.

  • Knowledge of industry-standard authoring and communication tools (SharePoint, WebEx, Word, PowerPoint, etc.).

  • Adaptability; learns quickly and responds positively to complexity and change.

  • Comfortable working in an environment that is constantly evolving.

  • Team player with superior people skills and a positive attitude.

  • A bold, strategic, creative thinker who can produce standard solutions, as well as propose new approaches.

  • Confident and results-driven; consultative orientation, strong people and process/project management capability.

  • Able to make and communicate the results of tough decisions.

  • Maintains knowledge of and applies the latest relevant research and methodologies in related fields of study.

  • Fast learner: Can quickly learn new products, applications, and systems.

  • Preferred: Fluent in multiple languages (English required)

  • Travel: 15-25%

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.