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.
Job Summary:
The Associate Director of BD-Automation Solutions Delivery will have direct accountability over all aspects of project implementation, including but not limited to providing pre-sales support and owning the successful outcome of the overall implementation of Automation systems as a solution. This role will involve leading teams responsible for onboarding customers, ensuring successful integration and/or installation of products/services, and delivering exceptional customer experience during implementation and the life cycle of the implemented solutions. The Associate Director of BD-Automation Solutions Delivery will have direct and indirect reporting relationships with members of the involved teams (Customer Success Executives, Field Applications, Project Management, etc.) to oversee the delivery of our solutions for assigned clients.
This role involves setting, managing, and achieving new customer implementation goals while ensuring smooth daily operations for the existing installed base. The leader will also design and implement change initiatives to enhance the support of the BD Automation platforms.
The key to success is the role’s commercial aptitude, Program Management skills, and ability to work cross-functionally with the customer’s implementation team(s), National System Managers (responsible for the technical expert teams), Customer Success Executives (CSEs), Applications Specialists, Project Management, Sales/Marketing, Quality and Regulatory, Supply Chain, Global Service Engineering, and Senior Leadership.
A key aspect of the role is achieving superior customer satisfaction through flawless implementation and proactive after-go-live expert support. Additionally, the position aims to provide strategic leadership to enhance internal and external customer satisfaction.
Primary Duties and Responsibilities:
Develop strategy and key initiatives for BD-Automation Solutions Delivery Team in collaboration with leadership, ensuring alignment of business objectives and customer expectations.
Facilitate the development and implementation of processes, standards, and successful approaches to ensure flawless execution of BD Solutions implementations and achievement of project Key Performance Indicators (KPIs) and team collaboration.
Aligns resource availability for solution implementation and customer onboarding, including, but not limited to, Project Management, National System Specialists, Field Engineering, Field Applications, Customer Success Executives, etc.
Provide leadership over the team accountable for US BD Automation customers. Influence positive outcomes and exceptional Customer Experience by coordinating activities, leading key decision points, and mobilizing resources as required.
Serve as a primary liaison between various teams, facilitate communication, find resolutions, and provide a unified approach toward achieving program goals.
Coordinates the necessary support to help Sales articulate the value of BD’s automated solutions and its delivery team during the early stages of the Customer Engagement Model.
Drives development, implementation, and reporting of key performance indicators and tracks program success.
Ensure appropriate action is taken to identify the root cause and help eliminate the recurrence of issues. This requires a close partnership with R&D, Global Service Engineering (SSS), and regional Field-based teams.
Work with regional and global functions to ensure swift resolution of escalations and appropriate steps to prevent recurrence (e.g., product backlogs, product quality).
Interfaces with various departments to lead cross-functional processes and resolve issues, supporting sales partners in contract negotiations.
Identifies customer needs and, in partnership with Technical Services, develops customer-specific solutions, providing high-quality support to BD customers, including but not limited to installation management and planned services like preventive maintenance, system upgrades, etc.
Build and maintain key customer relationships by managing expectations, addressing concerns, and ensuring satisfaction with services and solutions. Collaborate with customers to identify needs and provide tailored solutions, enhancing the overall customer experience and promoting long-term loyalty.
Lead customer feedback initiatives, analyzing data to identify areas for improvement and implementing strategies to enhance service delivery and customer satisfaction.
Drives change initiatives to improve efficiencies and execute business commitments, promoting Lean process initiatives for enhanced efficiency in customer adoption and onboarding.
Ensures adherence to Quality Policies and Departmental Standard Operating Procedures, developing and implementing management processes to ensure well-organized, timely implementations and customer onboarding.
Leads people processes, including, but not limited to, selection, retention, motivation, and development, and approves and controls expense reports for associates.
Promotes a safe working environment, ensuring compliance with policies and procedures and managing company assets.
Qualifications:
Demonstrated leadership, motivational, and organizational skills with a proven track record in cross-functional projects.
Effective interpersonal skills, including crisis/conflict resolution.
Strong business acumen and professionalism in customer interactions.
Exceptional written and verbal communication.
Ability to work professionally with all levels of internal/external organizations.
Proficient with business information systems (i.e., SAP, Smartsheet, SFDC) and Microsoft Office suite. The ability to create dashboards within BD-approved tools (i.e., Power BI, etc.) is preferred.
Willingness to travel up to 50%.
Education and Experience:
A BS degree in engineering, operations, business, medical technology, biological sciences, or a related field is required.
Master’s degree preferred.
Minimum of 7 years of experience and proven track record delivering large and complex initiatives within the capital markets industry, with at least 5 years managing customer relationships.
Experience with clinical or complex lab automation capital equipment is preferred.
Experience leading implementation projects/programs.
PMP certification preferred.
Experience in continuous improvement activities (Lean/Six Sigma).
Lean/Six Sigma certification preferred.
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/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.
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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.
Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.
Salary Range Information
$137,100.00 - $226,300.00 USD Annual