Job ID R-458535 Date posted 12/06/2022

Be part of something bigger at BD. Here, you’ll help us share our innovative solutions with more clinics, physicians, pharmacies and medical entities which will in turn benefit the health and well-being of people and patients all over the nation. It’s an exciting, challenging and rewarding role, but you’ll be working from a place of strength thanks to our trusted name, and the belief in our products that you’ll quickly develop. Here, you’ll be channeling all your sales skills and experience into one singular goal: advancing the world of health™. At BD, you can make a true difference of one.

  • Job Type:
    Full-Time
  • Job Level:
    Entry to Senior
  • Travel:
    Varies
  • Salary:
    Competitive
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Responsibilities

Job Description Summary

Job Description

Reporting to the Laboratory Informatics Area Manager North Europe, 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 primarily within the Nordic 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 Laboratory Informatics Specialist works in a 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, Informatics 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, the Laboratory Informatics Specialist 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, the Laboratory Informatics Specialist will provide support to customers of BD’s middleware products and related informatics and connectivity solutions.

Responsibilities:

  • Execute service strategies to assure high quality service and support for new and existing product platforms
  • Execute and delivery of service KPIs and deliverables
  • Ensure high quality service for the IDS business
  • Exemplifies service excellence, industry leadership and levering service innovation to unleash customer and business success
  • Helps to develop and implements the strategy, prioritization and local geographic strategy deployment processes to enable IDS strategic and annual operating plans in the region
  • Establishes and nurtures deep relationships with IDS peers and Country Sales Leads and ensures strategic, commercial and operational alignments to their local targets.
  • 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 particular focus on informatics solutions.
  • Live a customer centric culture, a culture of accountability, positive mindset and high engagement
  • Supports end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for IDS products and services
  • Serves as a role model and mentor by demonstrating BD values
  • Effectively interfaces 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.
  • Participates in various local Sales and Marketing meetings to ensure service components are fully anticipated and understood.
  • Drives and enhances service value to customers, using it as differentiation. Works closely with Sales to deliver this differentiation.
  • Ensure escalation of open issues to Regional Laboratory Informatics Specialist EMEA team and monitor they are resolved in a timely manner
  • Coach team members in their daily tasks and project work
  • Help to develop plans, guidelines and documentation to improve team efficiency and effectiveness
  • Attend with collaborative spirit the Laboratory Informatics team meetings
  • Works with team leaders and staff to ensure a high performance, customer service-oriented work environment
  • Create an inspiring team environment with an open communication culture
  • Live changes, integration and transformation in a positive manner

Duties / Accountabilities:

  • Onsite support operational Excellence
  • Assist implementation and sustainment to BD Middleware connections (LIS, Client/Server architecture) in collaboration with the Applications Support team.
  • Use, record, maintain and report all support activities into the service management system (customer installed base, software version, tickets, on site visits, remote support, maintenance, etc.
  • Assist the European Support, Global Support, R&D, Quality and Regulatory departments to determine the root cause of product issues and provide feedback on product design and performance to drive product improvements.
  • Identify, through interaction with local customers, product improvement needs, performance issues and key concerns, communicating to European Support team and Marketing as part of the local VOC for global teams.
  • Implement middleware solutions, interfaces to Healthcare Information Systems (typically LIS). Participate and directly manage interface implementations.
  • Remote support, diagnostics & troubleshooting
  • Investigate, diagnose, troubleshoot and support the customer remotely for technical problems reported by the customer on BD Technical support related instruments and systems that are not supported by the help desk.
  • Work with dispatch function to prepare & schedule appropriate field visit should a remote solution be unobtainable.
  • Promote the adoption of BD Remote Support systems with Sales, Application teams and customers.
  • Field corrective actions & preventive maintenance
  • Prioritize, plan and execute field corrective actions, upgrades and actions for preventive maintenance on all BD technical support related instruments and systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer.
  • Successfully complete all formal training on core BD products as required by territory assignment.
  • 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.
  • Inform 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,
  • Inform the customer to undertake the necessary actions before initiating the installation process in order to minimize complications during installation.
  • Functional administrative reporting
  • Manage the personal planning and administration, as required by management in the timeframes communicated.
  • inform 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 in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching.
  • Problem escalation
  • Follow local procedure to escalate technical challenges that cannot be resolved.
  • Be prepared to retain ownership of escalated issues to deliver the potential solution once advised.
  • Quality compliance
  • Comply with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.
  • Supports Service Sales and Marketing teams to achieve revenue and growth
  • 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 execute on Key project including Lab Automation or

Qualifications

  • Requires a Degree in Computer Sciences/Networking/Technical/Life Science degree or comparable, demonstrable knowledge and experience.
  • Minimum 3 years progressive service and commercial experience within a multi-cultural, highly matrixed global company in a Life Sciences, medical, biotech or similar industry, experience in service delivery supporting targets of a global service organization.

Education

  • Degree in Computer Sciences/Networking/Technical/Engineering/Life Science degree or comparable, demonstrable knowledge and experience.

Competencies

  • Excellent customer focus and problem-solving skills, flexible and proactive attitude towards changing priorities and multiple workstreams.
  • Minimum three years’ experience in a field-based support role, preferably with experience in Microbiology, Molecular Diagnostics, Flow Cytometry medical devices or similar. Specifically, experience supporting middleware solutions in hospital or laboratory IT environment. Experience as a 3rd line support engineer is a plus.
  • Excellent interpersonal and communication skills, with the willingness and ability to communicate at multiple levels within customers and internal organizations.
  • Fluent in spoken and written English, second and third Nordic language is an asset.
  • Expert knowledge of information systems, including computer hardware, Operating System configuration, network design and troubleshooting and virtualization technologies.
  • High level of experience in Information Security.
  • High level knowledge of SQL Server installations and troubleshooting, SQL queries in an asset.
  • High level of experience with connectivity to LIS systems (ASTM, HL7, interfacing projects).
  • Software development skills, knowledge of database design and programming in C# using the .Net framework is an asset.
  • Knowledge of Remote Systems Management and Support solutions.
  • Knowledge of IIS and web-based applications installation and troubleshooting is an asset.
  • Proven customer project management skills is an asset.
  • Good customer orientation and problem-solving skills.
  • Self-starter, willing to take on regional initiatives and drive them independently to completion.
  • Ability to continue to function efficiently despite changed circumstances, tasks, responsibilities and/or people
  • Willing to travel within Nordics and to Europe

Requirements:

  • Degree in Computer Sciences/Networking/Technical/Life Science or similar demonstrable work experience in a field service role
  • Driving license
  • Fluent in English and in at least one Nordic language

Primary Work Location

SWE Stockholm - Marieviksgatan

Additional Locations

DNK Helsingor, DNK Herlev – Lyskær, NOR Oslo, SWE Helsingborg – Florettgatan

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Advancing the world of health™

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. BD helps customers enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care.

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Rian Seger
VP Sales & Commercial Excellence

Every day we focus on bringing innovative solutions to patients living with diabetes. The patient is at the heart of everything we do.


Stacy Burch
VP Marketing and Commercial Excellence

Getting our customers the right information on time so they can focus on their science and diagnostics needs is why I come to work every day.


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Vice President Global Marketing

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