BD (Becton, Dickinson and Company) Customer Quality Manager, Strategic Accounts in Franklin Lakes, New Jersey

Job Description SummaryThe Customer Quality Manager (CQM), Strategic Accounts, is responsible for directing all Pharmaceutical Systems Customer Quality activities related to the assigned Strategic Pharmaceutical Systems account(s). Reporting directly to the Director, Customer Quality, Global & Strategic Accounts, you will serve as the primary Quality contact for all assigned customer quality activities covering multiple global pharmaceutical customer sites.

Job Description

The CQM, Strategic Accounts (SAM) is responsible for all strategic customer quality interactions for the assigned pharmaceutical customer(s) global sites, including organizing and leading all aspects of the customer relationship on behalf of BD Quality, leading and participating in customer forums (e.g. Quality Forums, Business Review meetings, etc.), negotiating BD’s Quality position with the customer, triaging and leading priority customer complaints and escalations, negotiating and ensuring compliance to contractual Quality agreements and specifications, leading quality improvement projects on behalf of the customer, collecting and analyzing customer surveys and proactively anticipating their customers Quality needs. In this role, you will:

  • Bring the global customers’ voice to Pharmaceutical Systems (projects, future development, issues, risks, trends scorecard results, etc.) and will be the voice of BD Quality to the assigned strategic customers

  • Interact comfortably at the most senior management level and know when to involve BD senior leadership

  • Effectively manage escalations, complex situations and internal resources to ascertain global solutions for customer issues

  • Stay abreast of quality and technical knowledge that is critical for understanding customer technical, scientific and quality requirements and BD’s capability to meet them

  • Be able to manage multiple competing quality topics and issues simultaneously and proactively provide direction for resolution to BD and to the customer

  • Liaise closely with worldwide Quality counterparts and Strategic Account Managers/Directors and core teams to integrate international quality and compliance initiatives and promote worldwide business improvement for their global customer(s).

You will be a key member of the Account core team, and will serve as the Quality team member for the account. Through outstanding communication, effective problem solving and active management of ambiguous situation, you will ensure 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.

Position Specific Overview:

  • Strong knowledge of Engineering and Pharmaceutical Processing (incoming inspection, filling, etc.)

  • Excellent communicator and negotiator, capable of interfacing with Pharmaceutical customers

  • Demonstrates a commitment to service, values and professionalism through appropriate conduct and demeanor at all times. Adheres to and exhibits the company's core values

  • Demonstrates the ability to interact and influence autonomously with external and internal senior stakeholders

  • Demonstrates exceptional customer service and interacts effectively with direct reports, peers, customers, visitors, staff and the broader company and Pharmaceutical Systems community

  • Maintains confidentiality and protects sensitive data at all times.

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

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

  • Ability to interface with technical resources and scientifically based teams

  • Quality Engineering skills including a thorough understanding of industry regulations and basic statistical methods for Quality Assurance (e.g. AQL) strongly preferred.

Education and Experience Requirements:

  • Minimum of a BS/MS degree in science, engineering or other relevant discipline with several years of experience in the pharmaceutical, medical device or other regulated field (mainly GMP, GLP, GCP), including proven experience in quality assurance, quality control, quality systems and/or regulatory compliance

  • Ability to work globally. May involve 25-40% domestic and international travel (US and EU)

  • Strong technical writing experience required (English). Conversational French is a plus

  • Level will depend on years of relevant experience, and size/complexity of customer base

  • Strong knowledge of applicable regulations and standards, including 21 CFR 820, 210, 211, ISO 13485, etc. required. Ability to work effectively across diverse areas of a company and manage complex structures.

#LI-OPS

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.

Primary Work LocationUSA NJ - Franklin Lakes

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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