Customer Quality Manager Latam

hace 6 meses

Ciudad de México BD A tiempo completo

**Job Description Summary**: How about belonging a leading global medical technology company that acts advancing the world of health? Be part of something bigger

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

With innovative pre-fillable syringes, self-injection systems, safety systems and needle technologies, the Pharmaceutical Systems (PS) team offer an extensive selection of solutions designed to protect, package and deliver drug therapies.

Reporting directly to the Sr Manager, Customer Quality, the Customer Quality Manager, LATAM position is responsible for directing all BD Pharmaceutical Systems Quality Management activities for assigned Regional account customers in Latin America.

This covers negotiation and approval of Quality agreements and customer specifications, management of Customer complaints and escalations, facilitation of Customer audits, and daily Customer support.

The role closely interacts with the Latin America (LATAM) Business Directors/Account Managers, along with regional leaders and WW Quality counterparts to integrate international quality and compliance initiatives.

The role caters for product safety, product quality and compliance with all relevant global regulations and customer expectations. The associate should be able to leverage on a combination of soft skills (outstanding communication, active management of ambiguous situations), Technical background, Quality mindset (effective problem solving) as well as Pharmaceutical environment expertise.

Success is measured in terms of customer satisfaction and well as the impact the associate has to mitigate the frequency and scale of customer concerns linked to product quality issues. Through internal and external stakeholder engagement; and people development; the incumbent produces durable and industry leading results supporting key business drivers.

**Responsibilities**
- Assure a high level of customer satisfaction within the LATAM region for customers.
- Facilitate expert-to-expert discussions between BD and the customer regarding quality topics.
- Negotiate BD’s Quality position with the customer, as necessary, on quality topics.
- Monitor and manage quality initiatives and issues with applicable customer base. Engage with customers in all matters related to product quality. Provide high level "consulting" services to the customer base in all matters related to quality.
- Bring customers’ voices to Pharmaceutical system (projects, future development, issues, trends ) and manage customer impacting issues; prioritizing quality and compliance minded solutions that uphold the company and its standards.
- Proactively manage the triaging, escalation and closure of priority, high risk and escalated customer Complaints: define the issue and scope of the escalation, qualify the impact to the customer; notify management, develop and communicate through the contact matrix; provide regular updates (face-to-face, by phone, etc.) to BD and to the customer on action plans and milestones; participate in batch disposition strategy with site investigators based on knowledge of customer expectations, and internal processes and procedures; follow-up with customers on batch disposition, including submission/opening of RMA (Return Material Authorization), when applicable
- Stay abreast of changing national/regional regulations and/or standards; advise BD and the customer on how best to navigate changes that impact the customer.
- Define and negotiate contractual Quality Agreements, as appropriate; identify customer’s needs and expectations; Influence the use of BD’s standard Quality Agreement template.
- Lead the review and negotiate Specifications with customer(s); ensure alignment on description of non-conformities/conditions, alignment on control methods and alignment on AQL. Ensure that committed Specifications are aligned with BD’s capability and strategy, through established processes (e.g. specification committee).
- Accountable to WW and regional Sales teams and regional leaders for Regional customer quality issues.
- Effectively navigate and lead through the challenges of change and establish global stakeholder engagement focused on win-win solutions.
- Continuously evaluate progress toward objectives, adapting them to meet customer and business needs.
- Pursue and actively manage key stakeholder relationships that support the broader strategy that are impacted by plant/business/function objectives
- Support BD preparation activities for customer audits, as appropriate.

**Required Education & Experience**
- Typically requires a minimum of a BS degree in science, engineering or other relevant discipline
- Experience in the pharmaceutical, med

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