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.
Department Overview
The BD Professional Services team manages the end-to-end customer implementation, service contracts and customer success life cycle. Matrixed teams are assigned to customer projects and accounts based on project scope and regional / national organizational structures. The BD project team partners with the customer project team to deliver the goal of an on-time successful system implementation. Activities include; pre sales scope planning, implementation project management, product implementation, workflow and system design, configuration tasks, integration engineering functions, customer relationship and partnering and account management activities. In addition to customer-facing responsibilities, this department is also responsible for many back-end business functions including revenue forecasting and recognition, equipment logistics (including ordering, customer confirmation and return authorizations), implementation and governance methodologies, solution design best practices and quality system requirements.
Purpose
The Professional Services, VP of DS is a senior management position responsible for leading, managing and directing the DS Implementation Teams. This position will be responsible for oversight of all implementation activities for DS products while maintaining alignment with the technical services and national Operations Teams. Remote-based position with travel. This leader will directly manage 7 people leaders and a total team size of >70 associates.
Overall Responsibilities
The overall responsibilities of the Professional Services, VP of DS include:
- Lead a large team responsible for supporting install services, pre-sales, field applications, technical applications, project management, service contracts, customer success and workflow / connectivity.
- Direct cross-functional teams and matrixed resources responsible for implementation of DS capital products
- Engage with DS cross functional leadership teams to help define, implement and execute comprehensive strategy to drive business growth and scale in support of business objectives.
- Responsible for ensuring the successful implementation of BD DS products
- Responsible for accurately forecasting and reporting all revenue associated with DS Implementation activity for a given period and driving actions required to meet commitments to the business
- Collaborate with sales team to support pre-sale activities, pipeline management and customer relationship building and escalations
- Collaborate with business partners to ensure successful product introduction and organizational and implementation readiness
- Communicate project progress and issues to Sales and Service leadership through the design of escalation procedures or prompt communication tools to react promptly and provide customer communication in order to maintain project planning and predictability.
- Benchmark assigned services processes through the development and control of Key Performance Indicators (KPI’s) and Dashboards to identify opportunities for process improvement and differential services.
- Collaborate to determine roles, responsibilities, and staffing needs for the implementation team to support company goals and objectives
- Recruit, hire and develop a high performing team
- Cultivate a positive work climate that fosters collaboration, innovation, and alignment
- Provide senior management leadership for customer escalations
- Monitor and reports on metrics for implementation activities and staff readiness to executive staff
- Establish effective practices, tools and standards for communicating information to executive team regarding implementation activities
- Build strong relationships at all levels within BD, client and prospect facilities
- Analyze and manage activities, costs and operations data to determine progress towards Implementation goals
- with BD Values
- Utilize financial and marketing knowledge to identify customer needs and develop new service offerings around these professional services to improve services revenue
- Develop differentiated economic value adds in the form of applications services, and workflow efficiency solutions and monetize with the help of inside sales organization
- Improve customer KPI’s workflow efficiency and clinical accuracy
- Involve and inspire colleagues employee NPS 10% improvement over the base
- Maintain strong industry and product knowledge
- Manage time and resources effectively to meet company objectives
- Responsible for strategic planning for DS functions, ensuring continuity and alignment of long term plan
Skills, Duties And Tasks Particular To The Job
Director Professional Services, DS
To meet the expectations of this role, the candidate must be able to demonstrate:
- Strategic thinking - interprets internal / external business issues / interdependencies and adapts team priorities
- Healthcare project or management experience and demonstrates thorough knowledge and understanding of management methodologies and relevant clinical and IT operations
- Understanding of customer capital implementation workflow and alignment with MMS strategies and solutions
- Specific understanding of appropriate market segments
- An understanding and commitment to provide a positive customer experience
- Ability to manage complex and multi-faceted customer relationships
- Change Leadership - Embraces culture of change and leads by example
- Ability to hire, develop and lead a high performing team that demonstrates an understanding of how to work within the larger Implementation and DS organization
- Results Orientation – directs team to achieve established goals in an effective manner
- Ability to manage all aspects of the financial backlog process and deliver on monthly and quarterly revenue goals
- Ability to proactively identify and mitigate risk
- Personal courage - takes appropriate risks and makes decisions maintains responsibility for outcomes
- Expertise in building and operationalizing processes and tools to meet the needs of the organization
Required Soft Skills
Professional Services, VP of DS should exhibit competency in the following set of soft skills:
- Effective interpersonal skills
- Team leadership
- Ability to work in matrixed and virtual environments
- Effective, professional customer communications (both verbal and written) including at executive level
- Negotiation skills
- Decision making skills
- Building and leading effective teams
- Conflict resolution
Qualifications
- Bachelor's degree required or equivalent experience, MBA preferred
- 5+ years of leadership experience, 2nd level leadership highly preferred
- Experience with capital equipment
- Experience with managing virtual teams and demonstrated ability to lead in a matrixed environment
- Demonstrated success with revenue cycle process and business performance management
- Proven track record of building high-performing teams
- Prefer experience leading teams in implementing and supporting healthcare IT software solutions
- Specific knowledge of BD DS business or products highly desired
- Remote based position with travel. Travel may range from 25 - 40%, overnight travel. Position requires flexible working hours, including some nights and weekends. Ability to work independently from home office
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.
You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.
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.
Required Skills
Optional Skills
Primary Work Location
USA MD - Sparks - 7 Loveton Circle
Additional Locations
Work Shift
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
