Technical Solutions Manager

We are the people who give possibilities purposeBD 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.Job DescriptionRole 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 ManagementThe 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 requestsAsks targeted questions to understand reported issuesProvides immediate responses, guidance, or solutions for Tier 1-level problemsDocuments incidents and resolutions in the appropriate systemsMonitors issue progress and ensures clear, effective communication with customersManages Return Material Authorization (RMA) processes when neededApplies risk management techniques to anticipate and mitigate issuesMaintains regular and transparent communication with managers and other BD stakeholdersHandling Customer Requests or Redirecting to the Appropriate FunctionAble to independently handle 80% of customer requestsFacilitates expert-to-expert exchanges when necessaryPrepares and coordinates customer audits with BD manufacturing sites and development centersEnsures timely and appropriate responses aligned with customer expectationsShare 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 impactMeasures project success and reports on progressTracks critical projects and ensures on-time executionAnalyzes the customer project portfolio and sets prioritiesMay collaborate with Sales, Platforms, and Management to effectively prioritize initiativesRequests from Becton Dickinson:Works closely with commercial directors, account managers, and global leadership to integrate international initiatives related to supply, quality, and/or complianceEnsures customer understanding of BD-initiated change projects (CNC)Acts as the escalation point for customer concerns related to BD-driven changesRequests from Customers:Identifies and captures customer needsEnsures feasibility of customer requests with support from relevant internal teamsCommunicates feasibility, timelines, and cost estimates to address customer needsEducation and experience required:At least a Bachelor's Degree in Engineering or highly related fieldStrong command of Quality Management Systems (QMS), ISO standards, GMP, USP-EP, and regulatory requirements applicable to medical devicesAt least 5 years experience in customer facing roles within a B2B environmentAt 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 fieldProject management experienceAt 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 BenefitsMedical 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 ResourcesAnxiety 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-beingBD 401(k) Plan BD Deferred Compensation and Restoration Plan 529 College Savings Plan Financia