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Customer Quality Manager LATAM

hace 2 meses

Xico, México Bd A tiempo completo

Job Summary: We are seeking a highly skilled Customer Quality Manager to join our team in LATAM. As a key member of our organization, you will be responsible for directing all quality management activities for assigned regional account customers in Latin America.

About the Role:

The Customer Quality Manager will be responsible for negotiating and approving quality agreements and customer specifications, managing customer complaints and escalations, facilitating customer audits, and providing daily customer support. This role will closely interact with Latin America business directors/account managers, regional leaders, and WW quality counterparts to integrate international quality and compliance initiatives.

Key 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 systems (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.

Requirements:

  • Typically requires a minimum of a BS degree in science, engineering, or other relevant discipline.
  • Experience in the pharmaceutical, medical device, or related industry.