Job Description Summary

Job Description

We are the 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 ground-breaking 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 a maker of possible with us. 

Position Overview

We're looking for a dynamic Customer Quality Manager to join our MDS-B2B team! In this pivotal role, you'll be the quality ambassador for our key accounts, building strong partnerships while ensuring our products meet the highest standards.

Reporting to the Sr. Manager for MDS-B2B, you'll lead all quality activities for your assigned accounts, becoming the trusted quality who navigates complex customer relationships with confidence and expertise.

Responsibilities:

Be the Customer Quality Champion

• Serve as the primary quality interface for your assigned customers across all their sites, including negotiation and approval of Quality Agreements and Customer Specifications. 
• Collaborate closely with Customer Quality Management teams and cross-functional BD colleagues to integrate quality and compliance initiatives while promoting business improvement for their customers.
• Represent the voice of customers within BD and be BD's quality ambassador to customers
• Engage confidently with senior management

Strategic Quality Agreement Management

• Understand customer needs across multiple products and sites
• Educate customers on BD's product specifics, manufacturing processes, and quality controls
• Negotiate Quality Agreements that align customer expectations with BD capabilities
  • Ensures alignment on descriptions of non-conformities/conditions, control methods, and AQL levels. 
• Ensure all specifications and agreements receive proper validation through BD's established processes
• Continuously supervise and update agreements to maintain alignment with evolving customer expectations

Organizational Change Leadership

• Evaluate Change Control submissions to determine customer impact
• Collaborate with project teams to prepare comprehensive documentation
• Craft clear Customer Notification of Change (CNC) letters and manage follow-up inquiries

Customer Advocacy & Communication

• Address quality and technical requests with precision and timeliness
• Conveys the customer’s needs and requirements within the BD organization.
• Contribute to measuring customer satisfaction and implementing enhancements
• Spark innovation to improve products, processes, and services that meet emerging needs

Complaint Resolution Excellence

• Serve as the central point for customer product/service complaints

• Gather comprehensive information for thorough investigations and transfers complaint to the Customer Complaints Coordinator for registration and assignation.

• Coordinate cross-functional investigations internally and with suppliers and develop resolution strategies
• Create detailed investigation reports and guide batch disposition decisions
• Follows-up with the customer on batch disposition, including submission/opening of RMA (Return Material Authorization), when applicable.
• Partner with BD functions to ensure timely complaint resolution and CAPA closure

Audit Facilitation Mastery

• Coordinate customer audit requests and agendas with finesse
• Ensure proper confidentiality agreements are in place
• Prepare site teams with critical customer insights and audit focus areas
• Accompany customers during for-cause audits to ensure expectations are met
• Support sites with post-audit communications and CAPA management

Required Qualifications:

• B.S. degree in engineering or related scientific field.

• 8 years of experience in pharmaceutical or medical device industries or other relevant industry.

Preferred Qualifications:

• M.S. degree in engineering or related scientific field.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong knowledge of Medical Device or Pharma Processing.

• Strong interpersonal, organizational, communication and presentation skills; ability to give and receive feedback.

• Ability to understand MDS B2B business strategy and key strategic imperatives/metrics and align priorities and resources to deliver on customer commitments.

• Ability to interface with the BD Product Managers, technical resources and scientifically based teams.

• Quality Engineering skills including a strong understanding of Industry Regulations and basic Statistical Methods for Quality Assurance.

• Excellent problem solving and analytical skills.

• Ability to interact and influence autonomously with customer.

• Ability to influence internally at plant leadership level, functional leaders and LT as well as other business units serving the customer.

At BD, we prioritize on-site collaboration because we believe it develops creativity, innovation, and effective problem-solving, which are crucial in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Salary Range

130,400.00 - 215,200.00 USD Annual

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.  

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 creativity 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 visit https://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.

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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