Technical Solutions Manager

Job Description Role Summary The Technical Solutions Manager 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 liaise directly with Sales. 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. Customer Complaints and Feedback Management Receives, analyzes, and addresses customer requests Asks targeted questions to understand reported issues Provides immediate responses, guidance, or solutions for Tier 1-type 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 Shares 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 prioritiesMay collaborate with Sales, Platforms, and Management to effectively prioritize initiatives Requests From Becton Dickinson 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 Requests 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 & Experience Required At least a Bachelor's Degree in Engineering or a highly related field 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 Travel up to 20% Education & Experience Preferred Master's Degree in Engineering or a highly related field Project management experience Benefits At BD, we are committed to supporting our associates’ well‑being, development, and success through a performance‑based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role: Health and Well‑being Benefits Medical coverage Health Savings Accounts Flexible Spending Accounts Dental coverage Vision coverage Hospital Care Insurance Critical Illness Insurance Accidental Injury Insurance Life and AD&D insurance Short‑term disability coverage Long‑term disability insurance Long‑term care with life insurance Other Well‑being Resources Anxiety management program Wellness incentives Sleep improvement program Diabetes management program Virtual physical therapy Emotional/mental health support programs Weight management programs Gastrointestinal health program Substance use management program Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit Retirement and Financial Well‑being BD 401(k) Plan BD Deferred Compensation and Restoration Plan 529 College Savings Plan Financial counseling Baxter Credit Union (BCU) Daily Pay College financial aid and application guidance Life Balance Programs Paid time off (PTO), including all required State leaves Educational assistance/tuition reimbursement MetLife Legal Plan Group auto and home insurance Pet insurance Commuter benefits Discounts on products and services Academic Achievement Scholarship Service Recognition Awards Employer matching donation Workplace accommodations Other Life Balance Programs Adoption assistance Backup day care and eldercare Support for neurodivergent adults, children, and caregivers Caregiving assistance for elderly and special needs individuals Employee Assistance Program (EAP) Paid Parental Leave Support for fertility, birthing, postpartum, and age‑related hormonal changes Leave Programs Bereavement leaves Military leave Personal leave Family and Medical Leave (FML) Jury and Witness Duty Leave Equal Employment Opportunity Statement 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. #J-18808-Ljbffr BD