Technical Solutions Manager

BD • Franklin Lakes, NJ

79d • $114,500 - $189,100

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• Ensure customer understanding of BD-initiated change projects (CNC).
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree