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BD (Becton, Dickinson and Company) Laboratory Informatics Specialist (Field)(Veneto - Emilia Romagna) in Padova, Italy

Job Description Summary

Reporting to Laboratory Informatics Area Manager, the Local Laboratory Informatics Specialist is responsible of field service delivery for the business, deliver technical support and preventative maintenance on the assigned BD informatics platforms and systems within the assigned region in order to guarantee customer satisfaction through an outstanding service and mastery of reported incidents and requests of the customer. Demonstrate continuous & versatile learning, attending ongoing technical training to become proficient on relevant platforms in your region.

The Local Laboratory Informatics Specialist works in team with other BD stakeholders and is responsible for delivering product expertise for Network Configuration and Computer Infrastructure for the implementation of our Middleware solutions at customer site, troubleshooting, Information Systems Integration and roll out BD Remote Support tools.

The Local Laboratory Informatics Specialist supports local country teams in building their knowledge and competencies in pre-sales, sales, implementation and post-sales support processes. As such, LIS are expected to work with Field Service Engineers, Application Specialists, Commercial teams and the Local and Regional Service and Marketing organizations to provide our customers with the best user experience.

As subject matter expert, Local Laboratory Informatics Specialist will provide support to customers of BD’s middleware products and related informatics and connectivity solutions.

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 70,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Our vision for Technical Services at BD

The BD Technical Services organization delivers innovative, high-quality support and services to our customers through empowered and highly skilled teams. As a trusted partner, we help our customers to improve patient outcomes every day.

About the role

Reporting to Laboratory Informatics Area Manager, the flawless candidate is responsible for field service delivery for the business, deliver technical support and preventative maintenance on the assigned BD informatics platforms and systems within the assigned region in order to guarantee customer happiness through an outstanding service and proficiency in reported incidents and requests of the customer. Demonstrate continuous & versatile learning, attending ongoing technical training to become proficient on relevant platforms in your region.

The role will work in team with other BD stakeholders and will be responsible for delivering product expertise for Network Configuration and Computer Infrastructure for the implementation of our Middleware solutions at customer site, troubleshooting, Information Systems Integration and roll out BD Remote Support tools.

The Local Laboratory Informatics Specialist supports local country teams in building their knowledge and proficiencies in pre-sales, sales, implementation and post-sales support processes. As such, LIS are expected to work with Field Service Engineers, Application Specialists, Commercial teams and the Local and Regional Service and Marketing organizations to provide our customers with the best user experience.

As subject matter expert will provide support to customers of BD’s middleware products and related informatics and connectivity solutions.

Main responsibilities will include:

  • Provides timely, effective and profitable delivery of all in-scope product services to end-user customers for IDS through local Technical Service organizations.

  • Proactively contributes to the development and delivery of new/different service models to meet emerging customers’ needs and enhance efficiencies.

  • Support the launch and adoption of new technologies and portfolio innovations with a particular focus on informatics solutions.

  • Supports end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for IDS products and services.

  • Effectively works with local and European marketing, Sales, Customer Service, Quality and European Life Sciences partners to meet strategic objectives.

  • Represents Technical Service Europe at local IDS meetings, understands well business strategy and incorporates it into the local service.

  • Coach team members in their daily tasks and project work.

  • Help to develop plans, guidelines and documentation to improve team efficiency and effectiveness.

  • Works with team leaders and staff to ensure a high-performance, customer oriented work environment.

  • Onsite support operational Excellence on core BD products.

  • Pre-installation:

  • Define the best integration plan to connect the BD Middleware solutions to the customer IT network as required. Create architecture documentation that can be attached to the project specifications file.

  • Advise and check at the customer site if the requirements for ensuring a successful installation of the requested BD instrument or system are present,

  • Report and document the results of the visit to the Technical Support Team Leader,

  • Advise the customer to undertake the vital actions before initiating the installation process to minimize complications during installation.

  • Functional administrative reporting:

  • Manage the personal planning and administration, as required by management in the timeframes communicated.

  • Advise the planning and dispatching function of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc…).

  • Put all relevant data in the service management systems to guarantee optimal operational efficiency and deliver vital information.

  • Problem escalation:

  • Follow local procedures to raise technical challenges that cannot be resolved.

  • Be prepared to retain ownership of raised issues to deliver the potential solution once advised.

  • Quality compliance:

  • Align with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer to deliver outstanding quality service.

  • Supports Service Sales and Marketing teams to achieve revenue and growth.

  • Customer experience:

  • Leading the Customer Service experience. Commercial consulting, service quality, complaints and escalations.

  • Business communication, support & collaboration:

  • Alignment on business needs, goals and KDGs.

  • Pre-Sales - Working to complete Key projects including Lab Automation or Significant IDS deal – according to CEM model:

  • Make customer IT infrastructure and LIS connectivity analysis to determine data workflow as is.

  • Be the main contact person for technical discussions with LIS companies to evaluate to costs related to the connectivity.

  • Customer needs identification for IT & data Workflow.

  • Support the sales and application teams to align customer expectations on workflow matching with what is feasible to build the best value proposition.

  • Collaborate with EMEA Workflow Architect to define sample workflow with a comprehensive perspective.

  • Support BD sales and application teams to present customers with the proposed workflow and address the technical inquiries.

  • Maintains professionalism at all times through dress, behavior, oral and written communications.

About you

  • Informatics proficiency.

  • Previous experience with Diagnostic and/or Medical Company.

  • Business Professional English.

  • Resident in Veneto, Emilia Romagna or Est Lombardy.

Click on apply if this sounds like you!

Why join us?

A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.

Becton, Dickinson and Company is an Equal Opportunity Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

To learn more about BD visit https://emea.jobs.bd.com/

Primary Work Location

ITA Milano - Via Enrico Cialdini

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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