JOB DESCRIPTION SUMMARY

As Associate Director of Technical Solutions at BD Pharmaceutical Systems, this role holds a strategic position in managing the customer experience for a portfolio of high-stakes or strategic clients.
Acting as a cross-functional technical reference, the individual leads complex, high-impact topics, anticipates customer needs, and influences internal processes to ensure a high standard of service aligned with the organization’s objectives.
This position plays an active role in driving continuous improvement, fostering knowledge sharing, and representing the voice of the customer in key decision-making processes, thereby reinforcing alignment between operational priorities and the company’s broader ambitions.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor’s degree or equivalent experience in Engineering or related technical field required; Master’s degree preferred
• Expert-level proficiency in ISO 13485, Medical Device Regulation (MDR), and FDA requirements with demonstrated ability to convert complex regulatory guidelines into practical, implementable solutions
• Proven expertise in Quality Management Systems (QMS) implementation and maintenance, with comprehensive understanding of international standards including ISO frameworks, GMP/GDP protocols, and USP-EP guidelines as they apply to medical device environments
• Demonstrated capability to align technical decisions with organizational strategy and financial objectives, ensuring regulatory compliance supports business growth
• Ability to prioritize tasks, build consensus, and achieve results through collaboration rather than direct authority, effectively bringing together diverse collaborators around shared goals
• Extensive experience leading central initiatives within matrix organizations, with demonstrated ability to navigate uncertainty while continually delivering critical outcomes
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ABOUT THIS ROLE:

Lead customer experience management for high-stakes clients as Associate Director at BD Pharmaceutical Systems.

KEY RESPONSIBILITIES INCLUDE:

• Lead the strategy for managing complex, high-impact technical complaints, ensuring a proactive, customer-centric approach aligned with overall business objectives.
• Lead all aspects of the definition and implementation of cross-functional action plans, in close collaboration with Quality, R&D, Supply Chain, and Commercial teams.
• Drive continuous improvement of technical support processes by bringing to bear Lean principles, digital tools, and data-driven insights to optimize turnaround times and service quality.
• Facilitate expert-to-expert communication across global and local teams, ensuring technical consistency and knowledge capitalization.
• Coordinate critical product changes, assessing 360° impacts (technical, regulatory, business) and supporting customer understanding and adoption.
• Prioritize high-impact technical projects, aligned with commercial strategy and customer criticality.
• Represent the support function in executive committees, global initiatives, and strategic audits, embodying an inspiring leader.
• Promote the company’s technical abilities and services to clients, partners, and external collaborators, reinforcing market leadership.
• Leverage customer feedback (VOC, NPS, field insights) to guide strategic decisions and identify innovation opportunities.
• Lead customer support optimization programs, integrating digitalization, automation, and operational excellence.
• Act as a technical ambassador at key events such as conferences, client visits, and industry trade shows.