Installation Specialist, Professional Services

Job Description Summary : The BD Professional Services Department leads, plans, and coordinates the implementation of the BD Medication Management Solutions . Teams are assigned to customer projects and accounts based on national organizational structures. Project teams are comprised of cross-functional, multidisciplinary members working in alignment toward the common goal of a successful implementation. Activities include project management governance, product/solution implementation, workflow assessment, system design, configuration and validation, integration engineering functions and general customer relationship and partnering 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 and quality system requirements.

Summary : The Installation Specialist, Professional Services , a remote-based role based in Edmonton, Alberta or Vancouver, British Columbia, is a collaborative member of the cross-functional project team responsible for the implementation of the Medication Management Systems Pharmacy Automation products . This involves extensive customer interaction and service. In addition, the Installation Specialist performs assigned deliverables from the implementation plan. The Installer must be able to clearly communicate, thoroughly document, demonstrate a fundamental ability to overcome project task hurdles/timeline delays while performing basic device installations. The Installation Specialist effectively performs the required tasks to ensure timely Go-Lives and customer satisfaction. The Installation Specialist would also support special initiatives focused on process improvement and/or customer experience.

Responsibilities :

• Conveys a positive image of BD to Customers, and consistently demonstrates the BD Values.
• Provides timely project task status to appropriate team members and customer.
• Establishes and cultivates rapport with customers that is conducive to a long-term business relationship.
• Participates in conference calls and customer meetings.
• Ensures all information is successfully gathered from internal and external partners to install products.
• Installs and supports product hardware and software.
• As an SME, would provide adequate support.
• Provides basic problem solving and troubleshooting as needed.
• Actively collaborate and positively influence colleagues and Management to promote a strong team.
• Completes internal company and project documentation accurately and timely.
• Manages responsibilities within the allotted Project and Travel and Expense budgets.
• Works in a safety-conscious manner ensuring adherence to safe work practices.
• Reports complaints and enhancement requests regarding BD products and service per BD company policy.
• Complies with all vendor credentialing requirements.
• Demonstrates proficiency in product feature/functionality and operational knowledge of core BD MMS Pharmacy Automation products and solutions.
• Demonstrates proficiency configuring product-related hardware / software.
• Demonstrates knowledge and complies with established BD MMS Pharmacy Automation product implementation methodologies and tools or equivalent industry standards.
• Demonstrates basic knowledge of customer workflow.

Skills and Competencies :

• Excellent presentation and communication skills for a wide variety of audiences.
• Strong teamwork with excellent interpersonal, written, and verbal communication skills.
• Strong business acumen and passion towards excellent customer experience both internally and externally.
• Demonstrated problem-solving, critical thinking and analytical skills.
• Strong documentation skills including attention to detail, well organized and solution oriented.
• Works well in a fast paced, dynamic environment and under pressure.
• Flexibility and ability to balance competing priorities and meet objectives.

Qualifications and Experience :

• Ability to travel up to 80% across Canada. Position requires flexible working hours, including some nights and weekends occasionally.
• English (read, write, speak) is required, bilingual French is an asset as the person may need to communicate with customers and/or internal stakeholders.
• Must possess and maintain a valid driver’s license and meet BD’s auto safety standards.
• This position involves pushing, pulling, stooping, bending, and lifting a minimum of 60 lbs.

Education and Training :

Le département des services professionnels de BD dirige, planifie et coordonne la mise en œuvre des solutions de gestion des médicaments BD . Les équipes sont assignées à des projets et des comptes clients en fonction des structures organisationnelles nationales. Les équipes de projet sont composées de membres int