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.

REQUIRED BACKGROUND AND KNOWLEDGE:

• Educational Qualifications: Bachelor’s degree in Life Sciences, Clinical, or other relevant technical areas is preferred.
• Language Proficiency: Proficient English skills are a must; additional language skills are essential.
• Professional Experience: Minimum of 3-5 years of experience in microbiology laboratory settings and/or proven microbiology workflow knowledge
• Technical Expertise: Basic understanding of IT architecture and a solid grasp of information/data management systems, including interfaces with Laboratory Information Systems (LIS).
• Flexibility and Travel: Willingness and ability to travel extensively within the EMEA region, with travel time comprising at least 75% of the role.
• Training skills: Experience & motivation to provide high quality training experiences to customers, adjusting for different level of knowledge and expertise. Ability to troubleshoot real time.
• Communication skills: Excellent verbal and written communication skills to interact effectively with customers and team members
• Adaptability: Ability to adapt to changing environments and requirements, and to handle multiple tasks simultaneously
• Willingness to travel across EMEA Region up to 75%

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.