Manager, Professional Services
2 weeks ago
**JOB ID**
R-477651
**DATE POSTED**
10/16/2023
**Job Description Summary**:
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.
The BD Medication Management Solutions business combines proven technology with impactful intelligence to prevent medication errors, improve clinician efficiency, increase predictability of medication and supply availability, and improve organizational financial performance. At almost every point in the medication use or supply chain management process, safety, efficiency, and costs can be favourably impacted with BD Medication Management Solutions technologies and solutions.
The Professional Services Department manages, plans and coordinates the implementation of BD Medication Management Solutions (MMS) technologies across multiple platforms including Dispensing, Infusion and Pharmacy Automation. 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, 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 responsible for the supervision of the Professional Services team to include direct line management of Implementation Consultants, Analysts, Trainers, Specialists and Contingent Workers. The Manager is responsible for driving excellence in customer service and achieving targeted implementation revenue forecast, as well as expense control and management.
- Key Responsibilities:_
- Establishes strong customer relationships across Canada and demonstrates the ability to manage complex and multi-faceted customer issues by leveraging strong internal and external relationships
- Builds strong relationships with commercial sales and customer service counterparts and teams
- Perform select Account Management functions for assigned customers
- Strong focus on customer satisfaction and delivering a high quality experience for all customers
- Advises customers on the potential impact of industry trends, clinical guidelines and external business pressures in light of their business or clinical strategy
- Drives close collaboration with Sales, Clinical, Service and Support teams
- Manages professional and/or clinical staff to include Consultants, Pharmacist, Pharmacy Technicians, Nurses, etc.
- Build strong team environment, culture of teamwork, collaboration, continuous improvement and customer excellence
- Has accountability for managing resources, participating in cost and headcount planning, forecasting and budgeting
- Tracks resource utilization and ensures that usage complies with budgets and protocols; identifies areas of concern
- Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non-value added tasks
- Provides technical and clinical guidance to employees in general product knowledge and implementation
- Develops processes and procedures to implement functional strategies
- Assists in initiating process changes; collects follow-up data to determine if implemented improvements meet expected outcomes
- Has in-depth expertise in own job family and knowledge of the related job families
- Applies expertise to improve effectiveness and provide guidance to employees in own area
- Maintains a strong focus on delivering high quality work; holds self to high quality standards
- 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
- Global Mindset - Considers cultural and geographic differences when planning and making decisions
- Bui
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