Job Description Summary

The Sr. TPC goes on customer site visits and examines and investigates devices that were involved in patient related reported events. They collect the details around the reported device failure and bring this information back to the DCHU investigative lab in SD. They go onsite for customer engagements, escalations and for training our customer on the new cleaning process.

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. 

Summary

The Senior Technical Practice Consultant is responsible for assisting with escalations and response to customer sites to assist when infusion product issues, both device and disposables, have been identified and escalateed through the Product Complaint department and/or the product monitoring process.  This individual also collaborates and assists with Escalation, Quality, MMS, MDS, Medical Affairs, Engineering, Manufacturing, Service and Marketing teams in proactively reaching out to customers on reported BD Alaris device and technical related complaints. The individual must have a customer centric focus while interacting with customers, as well as employees. Responsibilities include the need to prioritize technical practice issues and best practices, concerns regarding customer reported issues, and managing urgent requests from customers and internal BD leadership. The Senior Technical Practice Consultant can be onsite within a 24 hour notice as our goal during an escalation is to maintain our customers confidence and trust in our products. The Senior Technical Practice Consultant provides onsite observations which are communicated to the BD Investigative, Engineering, Quality and Service teams to aid in the reported issues. Proper use of BD Alaris device and technical practices and demonstration of best practices as needed. 

Specific Duties, Activities and Responsibilities

Senior Technical Practice Consultants should exhibit competency in the following set of skills:

Responsibilities

• Communicates findings identified during site visits and customer communications to Product Complaints (DCHU), Medical Affairs, Clinical Operations, Sales, Marketing, Engineering and across business units as indicated.

• Conduct onsite customer visits to assist with reported customer device or disposables issues. Onsite visits include rounding to clinical units as well as Biomedical departments and Central Supply in order to gather details that are communicated back to the BD investigative teams.

• Develops customer education/support plans to address non-compliance related to documented Alaris System best practices as observed/identified during site visits.

• Provides feedback and input into the development/revisions of customer education material, assessment tools and reporting documents.

• Work with internal teams to establish and recommend actions to address suboptimal technical practices. Coordinate findings with Product Complaints, MMS, MDS, Medical Affairs, Research & Development, Engineering and Marketing.

• Coordinate communication flow throughout internal team and customer. Manage timelines for scheduling onsite visits, completion of reports in a timely manner following site visits, communicate site visit findings to internal team and customer, and additional follow up as needed with both internal team and external customer. 

• TPC mailbox and Alaris System Cleaning mailbox: Managing responses to Clinical Consultant site visits reports, answering questions from internal and external customers that are sent to the mailbox and managing assigned questions that are assigned by Director of Clinical Operations in a timely manner.

• Facilitates and participates in customer meetings and conference calls for BD Medication Infusion device and disposables products. Provides follow up education, visits or WebEx conference as needed following meetings and calls.

• Establish rapport with customers that is conducive to a long-term business relationship.

• Provide team support and in-depth product information on BD Medication Systems Infusion device technical aspects and disposables products as assigned by Direc