Job Description Summary

This individual is a member of the Technical Solutions Support team at BD Pharmaceutical Systems (PS) and plays a key role in managing the customer experience. Acting as the primary point of contact for regional customers and/or key accounts on technical matters, they coordinate with internal cross-functional support functions and liase directly with Sales.

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 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 a maker of possible with us. 

About the role:

The Technical Solution Lead plays a key role in managing the customer experience. Acting as the primary point of contact for regional customers and/or key accounts on technical matters, they coordinate with internal cross-functional support functions and liase directly with Sales.

Key Responsibilities Include:

• Handle customer inquiries or redirect them to the appropriate function (complaints, technical requests, projects, documentation).
• Train and proactively offer solutions to customers on the use of PFS and ADDS products.
• Acknowledgecomplaints and customer feedback, escalade to appropriate team members as needed.
• Coordinate product change requests from both BD and customers.
• Support Sales in the overall satisfaction of customers as driven by the NPS.

• 30% travel

This is an individual contributor role with no direct management responsibilities.

It is critical to customer satisfaction, ensuring timely, appropriate, and effective responses, while proactively handling timelines. The role is accountable for customer satisfaction, response times, and the quality of answers provided to requests.

Complaint and Technical Request Handling

• Receive, analyze, and address customer requests.
• Ask targeted questions to understand reported issues.
• Provide immediate responses, advice, or solutions for Level 1 isues.
• Document incidents and solutions in the appropriate systems.
• Monitor issue progress and maintain clear, effective communication with customers.
• Follow return material authorization (RMA) processes when needed.
• Maintains regular and clear communication with managers and other BD stakeholders.

Handling Customer Requests or Redirecting to the Appropriate Function

• Resolve up to 80% of customer inquiries independently.
• Facilitate expert-to-expert exchanges when necessary.
• Prepare and coordinate customer audits with BD manufacturing sites and development centers.
• Ensure timely and appropriate responses aligned with customer expectations.
• Share product and industrial application knowledge of PharmSystems.

Product Change Coordination

From BD:

• Ensure customer understanding of BD-initiated change projects (CNC).
• From Customers:
• Identify and assemble customer needs.
• Assess feasibility with support from relevant internal teams.
• Communicate feasibility, timelines, and cost estimates to address customer needs.

Additional Responsibilities

• Represent the Voice of the Customer (VOC) internally.
• Own customer feedback and follow-up.
• Participate in technical meetings, plant visits, or conferences as needed.
• Support account managers in preparing for customer meetings.
• Continuously assess progress and adjust actions accordingly.
• Actively promote BD’s capabilities and services.
• Contribute to commercial strategy and revenue generation.
• Maintain up-to-date knowledge of BD products and services.

Key Performance Indicators (KPIs)

• Ensure high levels of customer satisfaction (NPS).
• Track and improve inquiry metrics (TAT/RFT).

Education and Qualifications:

• Minimum bachelor's degree in science, engineering or another relevant discipline and at least 5 to 8 years of experience in pharmaceutical, medical device or other regulated field. For candidates with higher education degree (ie MSc, Ph.D),  
• At least 1-5 years of experience in pharmaceutical, medical device or other regulated field is required.

Knowledge and Skills:

• Proficient in Quality Management Systems (QMS), ISO standards, GMP, USP-EP, and regulatory requirements applicable to medical devices.
• Skilled in managing documentation complianceand developing robust processes in a pharmaceutical environment.
• Experience in leading projects within a matrix organization is preferred: coordination, risk-managed execution, prioritization, and deadline management.
• Ability to empower and engage cross-functional teams.
• Strong expertise in product and process engineering, including validation, risk management, and problem-solving.
• Proficient in IT tools (e.g., , Salesforce CRM, customer portal) and technical writing in English.

Pharmaceutical Industry Knowledge

• Solid understanding of pharmaceutical and medical device manufacturing environments, with the ability to integrate quality and regulatory requirements into operational processes.
• Knowledge of critical aseptic filling and finishing processes, with a strong focus on quality, safety, and regulatory compliance.

Problem Solving

• Ability to quickly identify root causes, analyze complex situations, and implement effective, sustainable solutions using structured methodologies .

Medical Device Regulations

• Strong command of regulatory requirements (ISO 13485, MDR, FDA), with the ability to translate them into actionable project deliverables.

• Ability to align quality initiatives with business objectives and contribute to overall company performance.

• Skilled at working cross-functionally, navigating matrix organizations, and building strong relationships with internal and external stakeholders.

• Clear and concise communicator, both written and verbal, across all organizational levels.
• Strong presentation, simplification, and negotiation skills.

• Ability to positively influence without direct authority, promote ideas, and persuade both clients and internal teams.

• Customer-centric mindset: understanding client needs and delivering a positive, memorable experience.
• Actively supports customer-facing teams to ensure successful change adoption.

• Embraces continuous learning: thinking differently, experimenting, learning from failure, and promoting BD values and the BD Way mindset.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential 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.

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 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 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.

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

$73,400.00 - $121,200.00 USD Annual

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

$73,400.00 - $121,200.00 USD Annual