Technical Solutions Manager

Usa Nj - Franklin Lakesmid

OtherTechnical Solutions Manager

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Quick Summary

Requirements Summary

Master's Degree in Engineering or highly related field Project management experience At BD, we are committed to supporting our associates’ well-being, development,

Technical Tools

OtherTechnical Solutions Manager

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.

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

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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.

Responsibilities

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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.

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Receives, analyzes, and addresses customer requests
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Asks targeted questions to understand reported issues
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Provides immediate responses, guidance, or solutions for Tier 1-level problems
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Documents incidents and resolutions in the appropriate systems
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Monitors issue progress and ensures clear, effective communication with customers
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Manages Return Material Authorization (RMA) processes when needed
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Applies risk management techniques to anticipate and mitigate issues
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Maintains regular and transparent communication with managers and other BD stakeholders

Handling Customer Requests or Redirecting to the Appropriate Function

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Able to independently handle 80% of customer requests
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Facilitates expert-to-expert exchanges when necessary
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Prepares and coordinates customer audits with BD manufacturing sites and development centers
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Ensures timely and appropriate responses aligned with customer expectations
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Share product and industrial application knowledge of PharmSystems.

Coordinating Product Change Requests (Becton Dickinson or Customer Initiated)

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Stays informed of regulatory developments and advises BD and customers on their impact
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Measures project success and reports on progress
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Tracks critical projects and ensures on-time execution
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Analyzes the customer project portfolio and sets priorities
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May collaborate with Sales, Platforms, and Management to effectively prioritize initiatives

Requests from Becton Dickinson:

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Works closely with commercial directors, account managers, and global leadership to integrate international initiatives related to supply, quality, and/or compliance
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Ensures customer understanding of BD-initiated change projects (CNC)
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Acts as the escalation point for customer concerns related to BD-driven changes

Requests from Customers:

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Identifies and captures customer needs
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Ensures feasibility of customer requests with support from relevant internal teams
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Communicates feasibility, timelines, and cost estimates to address customer needs

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%

Nice to Have

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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

What We Offer

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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.