Job Description Summary

As Associate Director of Technical Solutions at BD Pharmaceutical Systems, this role holds a strategic position in managing the customer experience for a portfolio of high-stakes or strategic clients.
Acting as a cross-functional technical reference, the individual leads complex, high-impact topics, anticipates customer needs, and influences internal processes to ensure a high standard of service aligned with the organization’s objectives.

This position plays an active role in driving continuous improvement, fostering knowledge sharing, and representing the voice of the customer in key decision-making processes, thereby reinforcing alignment between operational priorities and the company’s broader ambitions.

Job Description

We arethe 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 amakerof possiblewith us.

About this role:

Lead customer experience management for high-stakes clients as Associate Director at BD Pharmaceutical Systems.

Key Responsibilities include:

• Lead the strategy for managing complex, high-impact technical complaints, ensuring a proactive, customer-centric approach aligned with overall business objectives.
• Lead all aspects of the definition and implementation of cross-functional action plans, in close collaboration with Quality, R&D, Supply Chain, and Commercial teams.
• Drive continuous improvement of technical support processes by bringing to bear Lean principles, digital tools, and data-driven insights to optimize turnaround times and service quality.
• Facilitate expert-to-expert communication across global and local teams, ensuring technical consistency and knowledge capitalization.
• Coordinate critical product changes, assessing 360° impacts (technical, regulatory, business) and supporting customer understanding and adoption.
• Prioritize high-impact technical projects, aligned with commercial strategy and customer criticality.
• Represent the support function in executive committees, global initiatives, and strategic audits, embodying an inspiring leader.
• Promote the company's technical abilities and services to clients, partners, and external collaborators, reinforcing market leadership.
• Leverage customer feedback (VOC, NPS, field insights) to guide strategic decisions and identify innovation opportunities.
• Lead customer support optimization programs, integrating digitalization, automation, and operational excellence.
• Act as a technical ambassador at key events such as conferences, client visits, and industry trade shows.

Minimum Education and Experience Required:

• Bachelor's degree or equivalent experience in Engineering or related technical field required; Master's degree preferred
• Expert-level proficiency in ISO 13485, Medical Device Regulation (MDR), and FDA requirements with demonstrated ability to convert complex regulatory guidelines into practical, implementable solutions
• Proven expertise in Quality Management Systems (QMS) implementation and maintenance, with comprehensive understanding of international standards including ISO frameworks, GMP/GDP protocols, and USP-EP guidelines as they apply to medical device environments
• Demonstrated capability to align technical decisions with organizational strategy and financial objectives, ensuring regulatory compliance supports business growth
• Ability to prioritize tasks, build consensus, and achieve results through collaboration rather than direct authority, effectively bringing together diverse collaborators around shared goals
• Extensive experience leading central initiatives within matrix organizations, with demonstrated ability to navigate uncertainty while continually delivering critical outcomes

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. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visithttps://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$157,700.00 - $260,400.00 USD Annual