BD (Becton, Dickinson and Company) Associate Manager, Customer Quality in Mumbai, India

Job Description Summary

Reporting directly to Senior Manager, Customer Quality Greater Asia and dotted reporting line to Technical Services Manager. Customer Quality / Technical Specialist, position is responsible for directing all BD Pharmaceutical Systems Quality Management activities for assigned Regional account customers in India 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 India 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 produce durable and industry leading results supporting key business drivers.

External Touch Points (Relationships):

• All stake holders in customer organizations related to the role ( Eg. Quality, R&D,Packaging Development, Manufacturing, Regulatory)

• Industry Network : Machine Manufacturers / Lab Service providers

Internal Touch Points (Relationships):

• Key Account Manager (for the assigned Accounts), Legal, Regulatory, Manufacturing Sites.

• National Sales Manager

• Marketing function

Job Description

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 standard Quality Agreement template. Lead the review and negotiation 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. Technical Support

Be the BD technical expert coordinating with internal resources, customers, vendors, and machine makers in the defined region to ensure customer satisfaction

Advise on equipment/CMO selection (fill/finish/assembly) and organize loan equipment activities

Educate the customer on technical aspects of Pharmaceutical Systems product lines

Advise on product solutions for needs

Answer medium level technical questions and coordinate with R&D to provide answers to more complex technical questions

Drive the value shift from a technical perspective

Understand, on a deep level, the technical issues that customers are facing and develop that knowledge into workable solutions

Supports the creation and communication of materials to increase efficiency of technical responses to customers, including:

Supports the creation and maintenance of RTU (ready to use) documents

Ensures RTU documents are reviewed and approved in a timely manner

Captures needs for new RTU documents to be created

Liaises with CQM to share knowledge and create common RTU documents

Supports execution of the Technical Services Value Offer:

Answers technical enquiries coming from business contacts (Account Managers, Business Assistants or Sales Associates) or customers, and identifies technical needs expressed by the customers or Customer Facing representatives (Sales & CQM)

If applicable, organizes webinars or seminars to promote BD services and provide technical training to customers in alignment with the Value Offer

Guarantees that service provided by TS is in line with the Value Offer

Captures needs for new services to be added in the TS Value Offer

Contributes to knowledge management tool development (TS SharePoint)

Promotes the use of this knowledge management tool

Gathers inputs from key stakeholders (Customer Facing teams, R&D, WW Engineering, Customers, vendors) to continuously update training collaterals in a Continuous Improvement spirit

Defines the TECHNICAL PRODUCT training program for newcomers or any specific request for TECHNICAL training

Liaises with HR to identify eligible newcomers

Defines the technical training program/needs for each commercial/customer facing function

Defines the proper tools or processes to conduct the technical trainings (F2F, C2C, VC, etc.)

Captures any need or request for new technical training sessions and technical modules to be created/customized for India

Is a key contributor to the BD Newcomers technical training

Support/manage customer project from customer request to delivery

Engagement and coordination of internal teams

PIR submission and follow-up

Ensure first-time-right assessment of customer needs and gathering or required information for project consideration and execution

Ensure quality of work reflects customer expectations

He/she also support the TS service-offer administration (testing and analytical services)

Primary Work Location

IND Mumbai - Chandivali Farm Road

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.