Technical Solutions Manager

Job Description We are the people who give possibilities purpose 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. 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. Key Responsibilities Include: Customer Complaints and Feedback Management Identify and resolve straightforward issues while facilitating communication between the customer and higher levels of support. Receive, analyze, and address customer requests. Ask targeted questions to understand reported issues. Provide immediate responses, guidance, or solutions for Tier 1-level problems. Document incidents and resolutions in the appropriate systems. Monitor issue progress and ensure clear, effective communication with customers. Manage Return Material Authorization (RMA) processes when needed. Apply risk management techniques to anticipate and mitigate issues. Maintain regular and transparent communication with managers and other BD stakeholders. Handling Customer Requests or Redirecting to the Appropriate Function Independently handle 80% of customer requests. Facilitate expert‑to‑expert exchanges when necessary. Prepare and coordinate customer audits with BD manufacturing sites and development centers. Ensure timely and appropriate responses aligned with customer expectations. Share product and industrial application knowledge of PharmSystems. Coordinating Product Change Requests (Becton Dickinson or Customer Initiated) Stay informed of regulatory developments and advise BD and customers on their impact. Measure project success and report on progress. Track critical projects and ensure on‑time execution. Analyze the customer project portfolio and set priorities. Collaborate with Sales, Platforms, and Management to effectively prioritize initiatives. Work closely with commercial directors, account managers, and global leadership to integrate international initiatives related to supply, quality, and/or compliance. Ensure customer understanding of BD‑initiated change projects (CNC). Act as the escalation point for customer concerns related to BD‑driven changes. Identify and capture customer needs. Ensure feasibility of customer requests with support from relevant internal teams. Communicate 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. 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 and Experience Preferred Master's Degree in Engineering or highly related field. Project management experience. Benefits 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) #J-18808-Ljbffr