Job Description SummaryThis individual is a member of the Technical Solutions Support team at BD Pharmaceutical Systems (PS) and plays a key role in managing the customer experience. Acting as the primary point of contact for regional customers and/or key accounts on technical matters, they coordinate with internal cross-functional support functions and liase directly with Sales.

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.

About the role:

This role is critical to customer satisfaction, ensuring timely, appropriate, and effective responses, while proactively managing timelines. The role is accountable for customer satisfaction, response times, and the quality of answers provided to requests.

Key Responsabilities Include:

Customer Complaints and Feedback Management

Their primary responsibility is to identify and resolve straightforward issues while facilitating communication between the customer and higher levels of support.

Receives, analyzes, and addresses customer requestsAsks targeted questions to understand reported issuesProvides immediate responses, guidance, or solutions for Tier 1-level problemsDocuments incidents and resolutions in the appropriate systemsMonitors issue progress and ensures clear, effective communication with customersManages Return Material Authorization (RMA) processes when neededApplies risk management techniques to anticipate and mitigate issuesMaintains regular and transparent communication with managers and other BD stakeholders

Handling Customer Requests or Redirecting to the Appropriate Function

Able to independently handle 80% of customer requestsFacilitates expert-to-expert exchanges when necessaryPrepares and coordinates customer audits with BD manufacturing sites and development centersEnsures timely and appropriate responses aligned with customer expectationsShare product and industrial application knowledge of PharmSystems.

Coordinating Product Change Requests (BD- or Customer-Initiated)

Stays informed of regulatory developments and advises BD and customers on their impactMeasures project success and reports on progressTracks critical projects and ensures on-time executionAnalyzes the customer project portfolio and sets prioritiesMay collaborate with Sales, Platforms, and Management to effectively prioritize initiatives

From BD:

Works closely with commercial directors, account managers, and global leadership to integrate international initiatives related to supply, quality, and/or complianceEnsures customer understanding of BD-initiated change projects (CNC)Acts as the escalation point for customer concerns related to BD-driven changes

From Customers:

Identifies and captures customer needsEnsures feasibility of customer requests with support from relevant internal teamsCommunicates feasibility, timelines, and cost estimates to address customer needs

Education and experience required:

At least a Bachelor's Degree in Engineering or highly related field Masters Preferred

Strong command of Quality Management Systems (QMS), ISO standards, GMP, USP-EP, and regulatory requirements applicable to medical devices

At least 5 years experience in customer facing roles within a B2B environment

At least 5 years experience in quality assurance, quality control, quality systems, or regulatory compliance. Project management experience preferred

Click on Apply if this sounds like you!

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work 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. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

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.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under "Our Commitment to You".

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$114,500.00 - $189,100.00 USD Annual

Required Skills

Optional Skills

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Primary Work LocationUSA NJ - Franklin Lakes

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$114,500.00 - $189,100.00 USD Annual