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Job Information

BD (Becton, Dickinson and Company) Manager Professional Services in San Diego, California

Job Description Summary

Job Description

Department Overview

The BD Implementation Department manages, plans and coordinates the implementation of the Medication Management Solutions. Teams are assigned to customer projects and accounts based on regional/national organizational structures. These project teams include staff from BD and the customer, working in synergy with each other toward the common goal of an on‐time, successful system implementation. Activities include implementation project management, product and software installation, workflow, system design and configuration tasks, integration engineering functions and detailed customer relationship and account management activities. In addition to customer-facing responsibilities, this department is also responsible for many backend business functions including revenue forecasting and recognition, associate scheduling, equipment logistics (including ordering, customer confirmation and return authorizations), implementation methodologies, continuous improvement, solution design best practices and quality system requirements.

**The Manager, Professional Services is a home-based position that manages a remote team of implementation professionals across the United States.

What is expected of you for success in this role:

  • Build strong team environment, culture of teamwork, collaboration, continuous improvement

  • Provides technical guidance to employees in general product knowledge and implementation

  • Applies expertise to improve effectiveness and provide guidance to employees in own area

  • Develops processes and procedures to implement functional strategies

  • Champions effective scheduling strategies

  • Establishes strong customer relationships

  • Perform select Account Management functions for assigned customers

  • Drives close collaboration with Sales, Service and Support teams

  • Has accountability for managing financial resources

  • Has in‐depth expertise in own job family and knowledge of the related job families

Functional Competencies

Customer Experience

  • Demonstrates a commitment to meeting/exceeding customer expectations

  • Ability to manage complex and multi‐faceted customer issues by leveraging strong relationships both internal and external.

  • Displays honest empathy regarding customers' concerns and issues; determines customers' needs and expectations and responds accordingly

  • Adopts customers' perspectives to understand their expectations; makes decisions in accordance with customer perspectives and cultural sensitivities

  • Utilizes knowledge of customers' offerings and collaborates with others as necessary to make recommendations that consider the impact of key business drivers

  • Advises customers on the potential impact of industry trends and external business pressures in light of their business strategy

  • Ability to absorb strategic product roadmap and articulate high-level vision to customer stakeholders

  • Integrates knowledge of BD’s organization structure into solutions development

Leveraging Functional Expertise

  • Applies comprehensive understanding of general concepts within own functional area to recommend solutions; demonstrates understanding of key business drivers

  • Tracks resource utilization and ensures that usage complies with budgets and protocols; identifies areas of concern; proficient in software and applications integral to responsibilities.

  • Demonstrates critical thinking and ability to improve current process and scheduling practices, including the standardization of resources requirements that span across every customer profile.

  • Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non‐value-added tasks

  • Maintains a strong focus on delivering high quality work; holds self to high quality standards

Results Measurement and Commitment

  • Uses available tools to identify shortcomings in protocols, programs or deliverables; participates in cross business team(s) to gather input on service and scheduling

  • Performs comprehensive studies of measurements against budgets and objectives; suggests improvements based on knowledge of best practices

  • Assists in initiating process changes; collects follow‐up data to determine if implemented improvements meet expected outcomes

  • Develops and is responsible for maintaining tools and performance/defect metrics to meet scheduling efficiency goals

  • Develops and maintains process to identify and recommend solution for scheduling prioritization and pipeline resource needs

Leadership Expectations

  • Strategic Thinking ‐ Interprets internal / external business issues / interdependencies and adapts work priorities in own area

  • Establishes short‐term goals and assists in the definition of strategic plans for own work area

  • Change Leadership ‐ Embraces culture of change by authentically communicating the benefits, encouraging two-way communication, building an understanding of the change process and effectively addressing questions / concerns. Recognizes change roadblocks within one's own team and implements change management tactics to overcome them

  • Global Mindset ‐ Considers cultural and geographic differences when planning and making decisions

  • Builds effective, diverse teams that are inclusive of cultural differences

Qualifications

  • Considerable decision-making capability

  • Sensitivity to accuracy and timeliness

  • Ability to train and evaluate support staff

Education or Equivalent:

  • Bachelor’s degree preferred or equivalent education and work experience.

Experience or Equivalent:

  • People management experience. Experience with managing virtual teams.

  • Customer/Client relationship management experience. Demonstrated success in driving customer satisfaction and quality.

  • Dispensing software technologies experience a plus.

  • Expertise in scheduling using complex methodology leveraging computerized system applications

  • Expertise in HIS/PIS systems and pharmacy and nursing workflow.

  • Ten or more years in a healthcare environment with technical (systems) involvement and computerized system applications.

  • Desire a working knowledge of a variety of software applications, including BD Medical Systems products and exposure to solution design processes.

  • Experience with integrated delivery networks/enterprise level health systems required.

Work Environment:

  • Travel may range from 60% ‐ 80%, overnight travel

  • Must possess and maintain a valid driver’s license and meet BD’s auto safety standards

  • Position requires flexible working hours, including some nights and weekends.

  • Ability to work independently from home office.

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

USA TX - San Antonio

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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