BD (Becton, Dickinson and Company) Customer Quality Manager, Regional Accounts (US & EU) in Franklin Lakes, New Jersey
Job Description SummaryReporting directly to the Director, Customer Quality Regional Accounts, the Customer Quality Manager, Regional Accounts position is responsible for directing all BD Pharmaceutical Systems Quality Management activities for assigned Regional account customers in the US as it relates to Customer interface.
This position is responsible for all customer quality interfaces for customers in the assigned region, including negotiation and approval of Quality agreements and customer specifications for the region, management of Customer complaints and escalations, facilitation of Customer audits, and daily Customer support. The role closely interacts with the US Business Directors/Account Managers, works closely with regional leaders and WW Quality counterparts to integrate international quality and compliance initiatives.
Through outstanding communication, effective problem solving, and active management of ambiguous situations, the role ensures product safety, product quality and compliance with all relevant global regulations and customer expectations. Success is measured in terms of the frequency and scale of product quality and organizational issues as well as business process effectiveness. Through internal and external stakeholder engagement; and people development; the incumbent produces durable and industry leading results supporting key business drivers.
Assure a high level of customer satisfaction within the region for Regional customers.
Facilitate expert-to-expert discussions between BD and the customer regarding quality topics.
Negotiate BD’s Quality position with the customer, as necessary, on quality topics.
Monitor and manage quality initiatives and issues with applicable customer base.
Engage with customers in all matters related to product quality.
Provide high level "consulting" services to the customer base in all matters related to quality.
Bring customers’ voices to Pharmaceutical system (projects, future development, issues, trends…) and manage customer impacting issues; prioritizing quality and compliance minded solutions that uphold the company and its standards.
Proactively manage the triaging, escalation and closure of priority, high risk and escalated customer Complaints: define the issue and scope of the escalation, qualify the impact to the customer; notify management, develop and communicate through the contact matrix; provide regular updates (face-to-face, by phone, etc.) to BD and to the customer on action plans and milestones; participate in batch disposition strategy with site investigators based on knowledge of customer expectations, and internal processes and procedures; follow-up with customers on batch disposition, including submission/opening of RMA (Return Material Authorization), when applicable
Stay abreast of changing national/regional regulations and/or standards; advise BD and the customer on how best to navigate changes that impact the customer.
Define and negotiate contractual Quality Agreements, as appropriate; identify customer’s needs and expectations; Influence the use of BD’s Quality Agreement. Lead the review and negotiation of specifications with customer(s); ensure alignment on description of non-conformities/conditions, alignment on control methods and alignment on AQL. Ensure that committed Specifications are aligned with BD’s capability and strategy, through established processes (e.g. specification committee).
Accountable to WW and regional Marketing teams and regional leaders for Regional customer quality issues.
Effectively navigate and lead through the challenges of change and establish global stakeholder engagement focused on win-win solutions.
Continuously evaluate progress toward objectives, adapting them to meet customer and business needs.
Pursue and actively manage key stakeholder relationships that support the broader strategy that are impacted by plant/business/function objectives Support BD preparation activities for customer audits, as appropriate.
Position Specific Overview:
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times. Adheres to and exhibits our core values
Maintains confidentiality and protects sensitive data at all times.
Adheres to organizational and department specific safety standards and guidelines.
Works collaboratively and supports efforts of team members.
Demonstrates exceptional customer service and interacts effectively with direct reports, peers, customers, visitors, staff and the broader PS and BDX community.
Is responsible for the Customer Relationship Management process and may be audited accordingly. Performs regular process reviews accordingly.
Education & Experience Requirements:
Typically requires a minimum of a BS degree in science, engineering or other relevant discipline with a minimum of 5-8 years of experience in the pharmaceutical, medical device or other regulated field (mainly GMP, GLP, GCP) with a minimum of 3 years of experience in quality assurance, quality control, quality systems and/or regulatory compliance.
Strong communicator capable of interfacing at senior levels with pharmaceutical customers.
Strong technical writing experience required (English).
May require 10-30% travel.
Level will depend on years of relevant experience, and size/complexity of customer base.
Proven ability to work globally and form strong relationships on a global level. In-depth understanding of the application of quality systems to the pharmaceutical (and medical device industry).
Leadership courage and vision.
Exceptional presentation skills.
Exceptional negotiation skills.
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status.
Primary Work LocationUSA NJ - Franklin Lakes
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status