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
The primary responsibility of this role 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 (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
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
- 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
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 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.
