Technical Solutions Manager

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.

Technical Solutions Manager

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
• 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 (Becton Dickinson 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
• 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 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

Why Join Us?

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 healthcare. At BD, you'll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit

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.

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

Salary Range Information

$120,300.00 - $192,400.00 USD Annual