Technical Solutions Manager

BD; Franklin Lakes (NJ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Life and AD&D insurance

Paid time off

Educational assistance/tuition Reimb.

Retirement plan

Employee assistance program

Job summary

BD is seeking a Technical Solutions Manager to lead customer experience, coordinate cross-functional support, and liaise with Sales for BD Pharmaceutical Systems. The role emphasizes timely responses, proactive communication, and quality assurance across regulatory expectations.

Qualifications include a Bachelor's in Engineering with 5+ years in customer-facing and QA/regulatory roles, plus up to 20% travel.

Qualifications

• Bachelor's Degree in Engineering or related field; knowledge of QMS, ISO standards, GMP, USP‑EP, and regulatory requirements for medical devices.
• At least 5 years in customer-facing roles within a B2B environment.
• At least 5 years in quality assurance, quality control, quality systems, or regulatory compliance.
• Travel up to 20%.

Responsibilities

• Manage customer complaints and feedback; analyze, respond, and document incidents and resolutions.
• Coordinate with cross-functional teams to address customer requests and audits.
• Lead change requests with BD or customer-initiated initiatives and track progress.
• Serve as escalation point for BD-driven changes and customer concerns.
• Identify customer needs and communicate feasibility, timelines, and costs.

Skills

Customer-facing

Regulatory knowledge

Cross-functional coordination

Communication

Education

Bachelor's Degree in Engineering or related field

Master's Degree in Engineering or related field

Job description

Job Description

Role Summary

The Technical Solutions Manager 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 liaise directly with Sales.

About The Role

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

Customer Complaints and Feedback Management

• Receives, analyzes, and addresses customer requests
• Asks targeted questions to understand reported issues
• Provides immediate responses, guidance, or solutions for Tier 1-type problems
• Documents incidents and resolutions in the appropriate systems
• Monitors issue progress and ensures clear, effective communication with customers
• Manages Return Material Authorization (RMA) processes when needed
• Applies risk management techniques to anticipate and mitigate issues
• Maintains regular and transparent communication with managers and other BD stakeholders

Handling Customer Requests or Redirecting to the Appropriate Function

• Able to independently handle 80% of customer requests
• Facilitates expert‑to‑expert exchanges when necessary
• Prepares and coordinates customer audits with BD manufacturing sites and development centers
• Ensures timely and appropriate responses aligned with customer expectations
• Shares product and industrial application knowledge of PharmSystems

Coordinating Product Change Requests (BD or Customer Initiated)

• Stays informed of regulatory developments and advises BD and customers on their impact
• Measures project success and reports on progress
• Tracks critical projects and ensures on‑time execution
• Analyzes the customer project portfolio and sets prioritiesMay collaborate with Sales, Platforms, and Management to effectively prioritize initiatives

Requests From Becton Dickinson

• Works closely with commercial directors, account managers, and global leadership to integrate international initiatives related to supply, quality, and/or compliance
• Ensures customer understanding of BD-initiated change projects (CNC)
• Acts as the escalation point for customer concerns related to BD-driven changes

Requests From Customers

• Identifies and captures customer needs
• Ensures feasibility of customer requests with support from relevant internal teams
• Communicates feasibility, timelines, and cost estimates to address customer needs

Education & Experience Required

• At least a Bachelor's Degree in Engineering or a highly related field
• Strong command of Quality Management Systems (QMS), ISO standards, GMP, USP‑EP, and regulatory requirements applicable to medical devices
• At least 5 years experience in customer‑facing roles within a B2B environment
• At least 5 years experience in quality assurance, quality control, quality systems, or regulatory compliance
• Travel up to 20%

Education & Experience Preferred

• Master's Degree in Engineering or a highly related field
• Project management experience

Benefits

At BD, we are committed to supporting our associates’ well‑being, development, and success through a performance‑based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:

Health and Well‑being Benefits

• Medical coverage
• Health Savings Accounts
• Flexible Spending Accounts
• Dental coverage
• Vision coverage
• Hospital Care Insurance
• Critical Illness Insurance
• Accidental Injury Insurance
• Life and AD&D insurance
• Short‑term disability coverage
• Long‑term disability insurance
• Long‑term care with life insurance

Other Well‑being Resources

• Anxiety management program
• Wellness incentives
• Sleep improvement program
• Diabetes management program
• Virtual physical therapy
• Emotional/mental health support programs
• Weight management programs
• Gastrointestinal health program
• Substance use management program
• Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit

Retirement and Financial Well‑being

• BD 401(k) Plan
• BD Deferred Compensation and Restoration Plan
• 529 College Savings Plan
• Financial counseling
• Baxter Credit Union (BCU)
• Daily Pay
• College financial aid and application guidance

Life Balance Programs

• Paid time off (PTO), including all required State leaves
• Educational assistance/tuition reimbursement
• MetLife Legal Plan
• Group auto and home insurance
• Pet insurance
• Commuter benefits
• Discounts on products and services
• Academic Achievement Scholarship
• Service Recognition Awards
• Employer matching donation
• Workplace accommodations

Other Life Balance Programs

• Adoption assistance
• Backup day care and eldercare
• Support for neurodivergent adults, children, and caregivers
• Caregiving assistance for elderly and special needs individuals
• Employee Assistance Program (EAP)
• Paid Parental Leave
• Support for fertility, birthing, postpartum, and age‑related hormonal changes

Leave Programs

• Bereavement leaves
• Military leave
• Personal leave
• Family and Medical Leave (FML)
• Jury and Witness Duty Leave

Equal Employment Opportunity Statement

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.