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. 

As a Global Medical Information (MI) Associate, you will be responsible for providing accurate, compliant, and timely responses to customer inquiries of a technical or clinical nature for your assigned Business Unit. Leveraging department-approved standard responses, you will ensure every interaction meets corporate and departmental SOPs while delivering an exceptional customer experience. In this role, you will also exercise sound judgment to identify and escalate complex inquiries to an MI Scientist or MI Team Lead when necessary.

This remote-based US or Canada (Quebec or Ontario) position will need to work Eastern Standard Times.

Job Responsibilities:

• Respond to internal and external customer inquiries regarding BD products and the procedures in which they are used in a professional, timely and compliant manner for the BUs they support.
• Demonstrate understanding of industry-leading technology solutions and leverage multi-channel communication methods to engage with healthcare professionals and patients.
• Search and interpret approved content to provide accurate, compliant responses to customer inquiries.
• Apply sound judgment to determine when inquiries should be escalated to an MI Scientist or MI Team Lead.
• Participate in ongoing company training to stay current on product updates and procedural changes, ensuring relevant and accurate knowledge.

Experience & Education required:

• Bachelor's degree science or healthcare fields.
• 1+ year experience in a laboratory and/or clinical environment.

Knowledge & Skills required:

• Demonstrates strong intellectual curiosity and a commitment to continuous learning, adaptable and comfortable with change.
• Possesses excellent analytical and problem-solving skills.
• Exhibits active listening skills to accurately understand customer needs and deliver empathetic, effective responses.
• Proven ability to collaborate and work cross-functionally with internal and external stakeholders at all levels, including leadership.
• Strong organizational and interpersonal skills.
• Knowledgeable in Good Documentation Practices, Good Manufacturing Procedures, Corporate Complaint Process, and related procedures.
• Proven ability to facilitate, present, and communicate effectively across diverse formats, including seminars, workshops, and virtual training sessions.
• Proficient with MS office suite such as Word, Excel, Outlook, and Teams.

Preferred qualifications:

• Bilingual and fluent in French and/or Spanish (read, write, speak) strongly preferred.
• Veeva Vault Medical knowledge a plus.
• Laboratory experience working with Vacutainer and/or blood collection tubes.
• Experience working with Customer Relationship Software (CRM), Quality Management Systems (QMS) preferred.

*** description de poste en Français ***

En tant qu’Associé(e) en Information Médicale (MI), vous serez responsable de fournir des réponses précises, conformes et rapides aux demandes des clients de nature technique ou clinique pour votre unité commerciale assignée. En vous appuyant sur les réponses standard approuvées par le département, vous veillerez à ce que chaque interaction respecte les procédures opérationnelles (SOP) de l’entreprise et du département, tout en offrant une expérience client exceptionnelle.
Dans ce rôle, vous devrez également faire preuve de discernement pour identifier et escalader les demandes complexes vers un(e) Scientifique MI ou un(e) Chef d’équipe MI lorsque nécessaire.

Ce poste à distance, basé aux États-Unis ou au Canada (Québec ou Ontario), nécessite de travailler selon l’horaire de l’Est (Eastern Standard Time).

Responsabilités :

• Répondre aux demandes des clients internes et externes concernant les produits BD et les procédures associées, de manière professionnelle, rapi