Job Description Summary

Job Description

We are the makers of possible! 

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. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

As a Global Medical Information (MI) Associate, you will be responsible for providing accurate, compliant, and timely responses to customer inquiries of a technical or clinical nature for your assigned Business Unit. Leveraging department-approved standard responses, you will ensure every interaction meets corporate and departmental SOPs while delivering an exceptional customer experience. In this role, you will also exercise sound judgment to identify and escalate complex inquiries to an MI Scientist or MI Team Lead when necessary.

This remote-based US or Canada (Quebec or Ontario) position will need to work Eastern Standard Times.

Job Responsibilities:

• Respond to internal and external customer inquiries regarding BD products and the procedures in which they are used in a professional, timely and compliant manner for the BUs they support.
• Demonstrate understanding of industry-leading technology solutions and leverage multi-channel communication methods to engage with healthcare professionals and patients.
• Search and interpret approved content to provide accurate, compliant responses to customer inquiries.
• Apply sound judgment to determine when inquiries should be escalated to an MI Scientist or MI Team Lead.
• Participate in ongoing company training to stay current on product updates and procedural changes, ensuring relevant and accurate knowledge.

Experience & Education required:

• Bachelor's degree science or healthcare fields.
• 1+ year experience in a laboratory and/or clinical environment.

Knowledge & Skills required:

• Demonstrates strong intellectual curiosity and a commitment to continuous learning, adaptable and comfortable with change.
• Possesses excellent analytical and problem-solving skills.
• Exhibits active listening skills to accurately understand customer needs and deliver empathetic, effective responses.
• Proven ability to collaborate and work cross-functionally with internal and external stakeholders at all levels, including leadership.
• Strong organizational and interpersonal skills.
• Knowledgeable in Good Documentation Practices, Good Manufacturing Procedures, Corporate Complaint Process, and related procedures.
• Proven ability to facilitate, present, and communicate effectively across diverse formats, including seminars, workshops, and virtual training sessions.
• Proficient with MS office suite such as Word, Excel, Outlook, and Teams.

Preferred qualifications:

• Bilingual and fluent in French and/or Spanish (read, write, speak) strongly preferred.
• Veeva Vault Medical knowledge a plus.
• Laboratory experience working with Vacutainer and/or blood collection tubes.
• Experience working with Customer Relationship Software (CRM), Quality Management Systems (QMS) preferred.

*** description de poste en Français ***

En tant qu’Associé(e) en Information Médicale (MI), vous serez responsable de fournir des réponses précises, conformes et rapides aux demandes des clients de nature technique ou clinique pour votre unité commerciale assignée. En vous appuyant sur les réponses standard approuvées par le département, vous veillerez à ce que chaque interaction respecte les procédures opérationnelles (SOP) de l’entreprise et du département, tout en offrant une expérience client exceptionnelle.
Dans ce rôle, vous devrez également faire preuve de discernement pour identifier et escalader les demandes complexes vers un(e) Scientifique MI ou un(e) Chef d’équipe MI lorsque nécessaire.

Ce poste à distance, basé aux États-Unis ou au Canada (Québec ou Ontario), nécessite de travailler selon l’horaire de l’Est (Eastern Standard Time).

Responsabilités :

• Répondre aux demandes des clients internes et externes concernant les produits BD et les procédures associées, de manière professionnelle, rapide et conforme, pour les unités commerciales soutenues.
• Démontrer une compréhension des solutions technologiques de pointe et utiliser des méthodes de communication multicanales pour interagir avec les professionnels de santé et les patients.
• Rechercher et interpréter le contenu approuvé afin de fournir des réponses précises et conformes aux demandes des clients.
• Faire preuve de discernement pour déterminer quand escalader une demande vers un(e) Scientifique MI ou un(e) Chef d’équipe MI.
• Participer aux formations continues de l’entreprise pour rester à jour sur les produits et les changements de procédures, garantissant des connaissances pertinentes et exactes.

Expérience et Education requises :

• Diplôme universitaire en sciences ou dans le domaine de la santé.
• Minimum 1 an d’expérience en laboratoire et/ou en environnement clinique.

Compétences et Connaissances requises :

• Fait preuve d’une forte curiosité intellectuelle et d’un engagement envers l’apprentissage continu, adaptable et à l’aise avec le changement.
• Possède d’excellentes compétences analytiques et en résolution de problèmes.
• Démontre des aptitudes d’écoute active pour comprendre avec précision les besoins des clients et fournir des réponses empathiques et efficaces.
• Capacité avérée à collaborer et à travailler en transversal avec des parties prenantes internes et externes à tous les niveaux, y compris la direction.
• Solides compétences organisationnelles et interpersonnelles.
• Connaissance des Bonnes Pratiques de Documentation, des Bonnes Pratiques de Fabrication, du Processus de Gestion des Plaintes et des procédures associées.
• Capacité démontrée à animer, présenter et communiquer efficacement dans divers formats (séminaires, ateliers, formations virtuelles).
• Maîtrise de la suite MS Office (Word, Excel, Outlook, Teams).

Qualifications souhaitées :

• Bilingue et maîtrise du français et/ou de l’espagnol (lecture, écriture, expression orale) fortement souhaitée.
• Connaissance de Veeva Vault Medical appréciée.
• Expérience en laboratoire avec Vacutainer et/ou tubes de prélèvement sanguin.
• Expérience avec les logiciels CRM et les systèmes de gestion de la qualité (QMS) souhaitée.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

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 health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

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.

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