Clinical Specialist – Post-Market Surveillance Associate

Primary Duties, Responsibilities & Authorities

• Conducts customer surveys for BD products following the BD Vacutainer® Tube Products Post Market Surveillance Quality Plan.
• Reports product issues from customers to the BD complaints team and supports the complaint handling process.
• Establishes and maintains relationships with customers, dealers, distributors, IDS sales reps, country managers, product managers, regional technical specialists, and other functional areas to perform position functions.
• Maintains detailed practical knowledge of specific products as they relate to new and existing instrumentation, new diagnostic tests, etc.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Exercises judgment within defined procedures to determine if additional actions are needed by other functions in the organization.
• Documents all customer inquiries and related activities in the identified validated system of record for Technical Support according to established work instructions and job aids.
• Provides customer product leads to BD Specimen Management associates for potential sales opportunities.
• Works in conjunction with the BD Specimen Management associates to win, defend, and grow the BD IDS business.
• Attends relevant meetings to obtain Quality and Regulatory updates.
• Participates in case studies sessions to develop and enhance troubleshooting and problem-solving skills.
• Attends at least one educational session per year to stay abreast of current technology and trends in clinical laboratory science.

Knowledge And Skills

• Ability to understand and translate customer issues and provides solutions.
• Good communications skills, both written and verbal.
• Ability to work cross-culturally.
• Proficiency with PCs and software such as word-processing and spreadsheet applications.
• Able to make good use of minimal resources.
• Able to coordinate multiple activities, visualize future steps.
• Able to communicate with technical and non-technical persons.
• Able to utilize tact and diplomacy in dealing with people.
• Excellent customer service skills.
• Good background in problem solving.
• Knowledge of specimen collection and management techniques.
• Knowledge of the preanalytical phase of the total laboratory testing process.
• Knowledge of scientific methodologies and clinical laboratory medicine.

Education And Experience

• BS Degree in medical technology, biology, chemistry, or other health sciences.
• ASCP or equivalent certification preferred.
• 3–5 years of experience in various aspects of clinical laboratory science preferred. Practical knowledge and experience with medical device safety reporting is a plus. Knowledge of IDS-Specimen Management products, related competitor products, and clinical laboratory instrumentation are strongly desired.