Job Description Summary

This 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 Responsibilities 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 requests

• Asks targeted questions to understand reported issues

• Provides immediate responses, guidance, or solutions for Tier 1-level problems

• Documents incidents and resolutions in the appropriate systems

• Monitors issue progress and ensures clear, effective communication with customers

• Manages Return Material Authorization (RMA) processes when needed

• Applies risk management techniques to anticipate and mitigate issues

• Maintains 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 requests

• Facilitates expert-to-expert exchanges when necessary

• Prepares and coordinates customer audits with BD manufacturing sites and development centers

• Ensures timely and appropriate responses aligned with customer expectations

• Share 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 impact

• Measures project success and reports on progress

• Tracks critical projects and ensures on-time execution

• Analyzes the customer project portfolio and sets priorities

• May 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 compliance

• Ensures 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 needs

• Ensures feasibility of customer requests with support from relevant internal teams

• Communicates 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

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

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

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.  

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.

Required Skills

Optional Skills

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Primary Work Location

USA 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