Overview
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The Sr. Customer Quality Specialist (Sr. CQS) is responsible for supporting BD MDS Quality activities related to B2B opportunities within the assigned territory. This position is responsible for supporting related BD quality processes and procedures, including Customer Notification of Change, Complaint Handling and responding to Quality Queries from the commercial team. This role reports directly to the Customer Quality Specialist/Manager and will be developed to support customer quality activities for multiple products in the MDS portfolio. The Sr. CQS works closely with the BD Quality Management team and colleagues to integrate quality and compliance initiatives while supporting business improvement and satisfaction for their customer(s).
Works closely with the MDS B2B Quality team, and the B2B Account Managers. Interacts comfortably at the account management level and understands when to involve BD senior management. The Sr. CQS defines and manages the escalation process, including managing complex situations and internal resources to ascertain a solution for customer issues. Stays abreast of quality/technical knowledge critical for understanding customer technical/scientific requirements and BD’s capability to meet them.
Main Responsibilities
* Define, negotiate, and maintain Customer Quality Agreements and Customer Specifications across multiple products and sites.
* Act as the primary liaison for customer quality-related topics, ensuring alignment with BD’s capabilities and strategic goals.
* Educate customers on BD product characteristics, manufacturing processes, and quality control standards.
* Ensure mutual understanding and agreement on non-conformities, control methods, and AQL levels.
* Address and respond to Quality/Technical Customer Requests by gathering relevant data and providing timely, accurate responses.
* Represent the Voice of the Customer within BD, promoting continuous improvement and innovation based on customer feedback.
* Manage Customer Complaints from intake to resolution, including investigation coordination, reporting, and CAPA follow-up.
* Ensure all necessary complaint data is collected and communicated effectively to internal stakeholders and customers.
* Support batch disposition decisions and facilitate Return Material Authorization (RMA) processes when applicable.
* Deliver investigation reports and ensure proper complaint closure in BD systems.
* Provide General B2B Quality Support, including handling customer queries and supporting the Customer Notification of Change (CNC) process.
* Conduct assessments of change notifications using established decision trees.
* Collaborate cross-functionally to ensure timely and effective resolution of quality issues.
* Contribute to the development of the B2B Quality team through initiatives aligned with customer needs and market trends.
* Maintain strong relationships with internal teams and external customers to uphold BD’s quality standards and customer satisfaction.
About You
* B.S. or M.S. degree in engineering or related scientific discipline.
* Minimum of 4 years of relevant experience or a combination of equivalent education in pharmaceutical or medical device or other related industries.
BD is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
To learn more about BD visit: https://bd.com/careers
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