BD (Becton, Dickinson and Company) Manager, Complaints Management in Le Pont-de-Claix Cedex, France
Job Description Summary
Ensure the complaint process is managed end-to-end by meeting internal and external expectations for all complaints related to BDM-PS products. Driving the complaint process to be a center of excellence with customer satisfaction on investigation and complaint closure.
The incumbent is accountable and responsible for customer complaints management and partners with the customer facing organization and plant network to ensure timely receipt, triage, investigation, and closure of complaints, maintaining regulatory compliance requirements, internal complaint targets and customer expectations. The incumbent is accountable and aligns practices and expectations between BDM-PS and customers for complaint information and continuous improvement. Also responsible for segment and functional alignment with respect to BDx processes.
Accountable for the WW BDM-PS, Medical segment and BDx functional complaint management procedures, system, continuous improvement, and post-market surveillance Accountable for management of resources to enable effective end-to-end complaint management Accountable for establishing and maintaining complaint metrics / trends and communication across the PS business and medical segment Accountable for proactively sensing and investigating adverse trends Responsible for effective receipt, triage, investigation, and closure of complaints in line with country level regulatory requirements (Globally) and customer expectations. Accountable for effective prioritization of complaints to ensure regulatory reporting is on time and also to ensure customers are not in crisis – e.g. line down. Engages product development teams with the development and execution of post market surveillance plans for complaints management for new product launches Accountable for out-sourced processes related to the complaint management system Accountable for ensuring all requirements are included in the complaint record, closure of the complaint file, and escalation in the electronic system Accountable to represent the BU at the BDx level for global complaints and report out at segment level as required
Establishes and builds the network of complaint roles across the BDM-PS sites for consistency between sites and associates Accountable for the development and maintenance of the Complaint Training Management System, including periodic training for on-going development needs of associates and ensure training is effective by verifying associate understanding Responsible to ensure the Designated Compliant Handling Unit (DCHU) complies with all applicable country laws and regulations and is adequately staffed to assure regulatory compliance
Effectively leads and develops the complaints team and ensures associates are supported, developed, and issues addressed – responsible for interviewing, hiring and training associates; planning, assigning, and directing work; conducting performance reviews, address and resolve personnel concerns. Builds BDM-PS complaints network across sites to provide direction, training, and prioritization for the site investigators to ensure compliance to requirements Represent BDM-PS on the BDX complaint network, providing feedback to global network, ensuring processes are appropriate and supported for BDM-PS; support counterparts in other business units Responsible for ensuring manufacturing sites are adequately supported during internal audits and external 3rd party audits for the complaint management system Has indirect leadership authority for the plant network to ensure regulatory compliance for complaint management as well as meeting customer expectations Has external facing responsibilities with customers to discuss complaints process and/or investigations when required as the DCHU representative. Works collaboratively with R&D, Commercial Teams, Manufacturing, Quality and Regulatory to develop the support structure requirements necessary to provide customers with high quality products and services
Other: may require some travel to support complaints process at PS sites, corporate headquarters, or customers.
Primary Work Location
FRA Le Pont-de-Claix Cedex
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. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.