BD (Becton, Dickinson and Company) Customer Quality Manager, Regional Accounts (LATAM) in Sao Paulo, Brazil
Job Description Summary
Reporting 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 Latin America (LATAM) region 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 LATAM 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 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.
Primary Work Location
BRA Sao Paulo - Chacara Santo Antonio
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.