Technical Solutions Manager

BD (Becton, Dickinson and Company)-posted 2 months ago
$114,500 - $189,100/Yr
Full-time • Mid Level
Franklin Lakes, NJ
5,001-10,000 employees
Miscellaneous Manufacturing
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This individual 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. 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.

  • 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.
  • 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.
  • 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.
  • Collaborates with Sales, Platforms, and Management to effectively prioritize initiatives.
  • 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.
  • 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.
  • At least a Bachelor's Degree in Engineering or highly related field; Masters Preferred.
  • 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.
  • Project management experience preferred.
  • Competitive salary range of $114,500.00 - $189,100.00 USD Annual.
  • On-site collaboration to foster creativity and innovation.
  • Flexibility and work-life balance.
  • Opportunities for professional development and recognition.
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