Emea Customer Trainer, Lab Automation

**Job Description Summary**: This role is a part of the Customer Training Team, integrated in the EMEA Professional Services Department. The role is mainly focused on BD Kiestra Lab Automation Solutions including BD Synapsys from the Diagnostic Solutions portfolio but can evolve to the full Diagnostic Solutions portfolio.

The Solution Customer Trainer is responsible for delivering comprehensive training programs and workshops to customers, ensuring successful implementation and optimization of Diagnostic Solutions. This role involves supporting system configuration, conducting customer training, and providing post-installation support.

**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.

**Why Join Us?**

A career at BD means learning and working 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.

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.

**Become a maker of possible with us**

**Main functions and responsibilities**:
**Customer Support prior to Solution Installation**:

- Align workshop delivery with the customer, under the responsibility of the Project Manager.
- Deliver preparatory workshops to ensure customer readiness before the Diagnostic Solution installation.
- Conduct technical demonstrations and engage key users to prepare them for new workflows.

**Solution Implementation**:

- Support system implementation and configuration based on Solution Design deliverables, in close collaboration with other stakeholders from the Solution Design and Integration Team and with other project stakeholders. Support LIS/workflow connectivity testing.
- Align and execute customer workshops and training deliverables according to project plans.
- Act as Subject Matter Expert during key implementation activities and help identify potential risks.
- Participate in internal and external project meetings to ensure coordination and alignment.

**Customer Trainings**:

- Conduct comprehensive customer training plans with clear training goals.
- Customize training delivery based on Solution Design documentation.
- Drive the “train-the-trainer” approach for customers and support/empower customer trainers in their new role to train others.

**Customer Support after Solution Installation**:

- Support customers during clinical validation and go-live to ensure autonomy and correct instrument use.
- Guide workflow optimization and solution adoption using methods such as on-site coaching, process observation, and data-driven analysis.
- Provide expert support to ensure a seamless customer experience during ramp-up.

**Cross-functional Team Collaboration**:

- Collaborate with all stakeholders from Solution Design and Integration, Lab Automation Informatics Specialists, Technical Services, and Sales teams to support project execution.
- Work under the Project Manager’s leadership to ensure smooth implementation aligned with the overall project plan.

**Support for Configuration and Testing**:

- Assist in configuring and testing the Diagnostic Solution, ensuring alignment with the customer’s LIS and lab workflows.
- Troubleshoot workflow-related issues and escalate to higher support levels when necessary.

**Process Improvement**:

- Support customer process improvements as identified in the solution design, such as workflow optimization.
- Contribute to internal continuous improvement initiatives.
- Provide structured feedback to the Customer Trainer Manager on training content and evolving customer needs.

**Collaboration and Escalation**
- Operate under the guidance of the Customer Trainer Manager.
- Escalate complex training or implementation challenges as needed.
- Share insights to support curriculum development and solution enhancements.

**Main stakeholders (internal and external)**

Internal:

- EMEA Professional Services Department members
- Technical Services on Global, Regional and Local level
- Regional Informatics Center of Excellence
- Local Sales organizations, including
- Local Application Specialist Teams
- Local and Regional Marketing

External:

- Laboratory teams, incl. Lab Project