Customer Quality Manager, Key Accounts (Remote)
Company: Becton Dickinson
Location: Franklin Lakes
Posted on: June 25, 2022
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Job Description:
Responsibilities Job Description SummaryResource realignment Job
Description Be part of something bigger BD is one of the largest
global medical technology companies in the world and is advancing
the world of health by improving medical discovery, diagnostics and
the delivery of care. We have over 65,000 employees and a presence
in virtually every country around the world to address some of the
most exciting global health issues. Reporting directly to the
Director, Customer Quality, the Customer Quality Manager position
is tasked with directing all BD Pharmaceutical Systems Quality
Management activities for assigned key account customers in the US
as it relates to Customer interface. This position will have
responsibility for all customer quality interfaces for accounts in
the assigned region, including negotiation and approval of Quality
agreements and customer specifications for the region, management
of Customer complaints and critical issues, facilitation of
Customer audits, and daily Customer support. The role closely
interacts with the US 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 partner engagement; and people development; the
incumbent produces durable and industry leading results supporting
key business drivers. Primary Responsibilities: 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. Supervise and lead
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 handle customer impacting issues; prioritizing quality
and compliance minded solutions that uphold the company and its
standards. Proactively lead the triaging, critical issues 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
achievements; 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 Quality Agreement. Lead the review and negotiation
of 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 partner engagement passionate about
win-win solutions. Continuously evaluate progress toward
objectives, adapting them to meet customer and business needs.
Pursue and actively lead key partner relationships that support the
broader strategy that are impacted by plant/business/function
objectives Support BD preparation activities for customer audits,
as appropriate. Position Specific Overview: Remote candidates will
be considered. Demonstrates a dedication to service, organization
values and integrity through appropriate conduct and demeanor at
all times. Adheres to and exhibits our core values Maintains
confidentiality and protects sensitive data at all times. Adheres
to organizational and department specific safety standards and
guidelines. Works collaboratively and supports efforts of team
members. Demonstrates outstanding customer service and interacts
effectively with direct reports, peers, customers, visitors, staff
and the broader PS and BDX community. Is responsible for the
Customer Relationship Management process and may be audited
accordingly. Performs regular process reviews accordingly.
Education & Experience Requirements: Typically requires a minimum
of a BS degree in science, engineering or other relevant subject
area with a minimum of 5-8 years of experience in the
pharmaceutical, medical device or other regulated field (mainly
GMP, GLP, GCP) with a minimum of 3 years of experience in quality
assurance, quality control, quality systems and/or regulatory
compliance. Strong communicator capable of interfacing at senior
levels with pharmaceutical customers. Strong technical writing
experience required (English). May require 25 -40% travel. Level
will depend on years of relevant experience, and size/complexity of
customer base. Consistent track record to work globally and form
strong relationships on a global level. In-depth understanding of
the application of quality systems to the pharmaceutical (and
medical device industry). Leadership courage and vision.
Outstanding presentation skills. Exceptional negotiation skills.
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 empowers you to bring your authentic self to
work. Here our associates can fulfill their life's purpose through
the work that they do 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. Our Total Rewards program - which includes competitive
pay, benefits, continuous learning, recognition, career growth, and
life balance components - is designed to support the varying needs
of our diverse and global associates. To learn more about BD visit
https://jobs.bd.com/ Becton, Dickinson and Company is an Equal
Opportunity/Affirmative Action Employer. We do not unlawfully
discriminate on the basis of 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, or any other
protected status. PDN li-ops Primary Work LocationUSA NJ - Franklin
Lakes Additional Locations Work ShiftUS BD 830am-5pm FLakes Core
Hours (United States of America) Apply Save Job
PDN-96915891-caa3-4e3e-9ee4-da525e08977e
Keywords: Becton Dickinson, New York , Customer Quality Manager, Key Accounts (Remote), Executive , Franklin Lakes, New York
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