Technical Solutions Manager

Description

We are the makers of possible

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.

We believe that the human element, across our global teams, is what allows us to continually evolve.

Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

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 Responsabilities Include :

Customer Complaints and Feedback Management

Their primary responsibility 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

Coordinating Product Change Requests (BD- or Customer-Initiated)

From BD :

From Customers :

Education and experience required :

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

Click on Apply if this sounds like you!

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

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 health.