Complaints Specialist

Becton Dickinson; Reynosa; Presencial; MXN 320.000 - 480.000; Jornada completa

Descripción de la vacante

Becton Dickinson is seeking a professional to own the Customer Complaints area and support continuous improvement in Reynosa. You will analyze data, identify root causes and drive corrective actions within GMP/ISO frameworks.

The role requires collaboration with manufacturing, quality and service teams, and proficient English communication. On-site work in Reynosa with exposure to global QA processes.

Formación

• Bachelor's degree in a relevant field; Master’s degree preferred.
• 3+ years in Quality Systems.
• Experience in Manufacturing and Quality environments and Customer Services.
• Proficient in Excel and data analysis tools.

Responsabilidades

• Identify root causes of complaints and propose actions to reduce them.
• Support complaint investigations using statistical techniques.
• Maintain Complaint Database System (TrackWise) and prepare reports.
• Coordinate external audits and participate in audits (ISO, FDA and others).
• Ensure GMP, ISO, QSR compliance and corporate standards.

Conocimientos

Data analysis

Quality systems

Root cause analysis

Problem solving

English communication

Team collaboration

Educación

Bachelor's degree in Business Administration, Engineering, Science or equivalent

Master's degree preferred

Herramientas

Excel

Minitab

TrackWise

Descripción del empleo

We are the people who give possibilities purpose 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.

Job Description

• Identify the root causes of complaints and propose actions to reduce them, monitoring the progress of these activities.
• Provide support to investigators in complaint analysis.
• Assist manufacturing and quality areas by providing the necessary information to address customer complaints.
• Demonstrate initiative in identifying quality issues and determining root causes.
• Support the implementation of corrective actions to prevent recurrence.
• Follow up on reports required for approval.
• Update the Complaint Database System (TrackWise).
• Communicate complaint‑related information daily to the appropriate personnel.
• Provide requested information to divisions, such as complaints and DHRs.
• Support complaint investigations using statistical techniques such as Pareto charts, histograms, cause‑and‑effect diagrams, and roadmaps.
• Maintain effective communication with division contacts.
• Ensure compliance with GMP, ISO, QSR regulations, and corporate standards.
• Coordinate external rework related to complaints.
• Prepare complaint reports according to quality system requirements.
• Train personnel when necessary on complaint‑related topics.
• Prepare complaint information for Management Review Meetings.
• Support and participate in third‑party audits.
• Identify opportunity areas within the facility.
• Identify and report negative quality trends.
• Participate in external audits such as ISO, FDA, or corporate audits focused on complaint handling.
• Collect and analyze data to support Continuous Improvement Projects (CIP).
• Hold full authority and responsibility over the Customer Complaints area.
• Perform other duties as assigned by the supervisor, aligned with the strategic priorities and business needs.

Requirements

• Bachelor’s Degree in Business Administration, Engineering, Science or equivalent required.
• Master’s Degree in related field preferred.
• 3 years or more related experience in Quality Systems.
• Knowledge in Manufacturing and Quality environments and Costumer Services.
• Knowledge in Data System.
• Good communication skills.
• Dynamic.
• Positive attitude with good interpersonal and organizational skills, proficient, ability to solve problems, responsible, ability to work under pressure.
• Able to communicate both verbally and in writing in English.
• Proficient in Excel and Minitab, able to analyze data trends.

Why Join Us?

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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face‑to‑face collaboration supports your learning, your progress, and your success. 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.

Primary Work Location MEX Reynosa

Additional Locations Work Shift 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.