Job Description Summary

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

General

• Under the direction of the Complaint Manager, conducts activities and procedures associated with IDS product complaints.

• Able to manage the end-to-end process of customer complaints including utilization of the database systems used to process complaints.

• Responsible for the processing of customer complaints specifically Medical Device Reports (MDRs) and maintenance of complaint files, responses to customers and Quality reports.

• With limited guidance, completes Medical Device Reports and Adverse Event Decision trees.

Duties, Responsibilities, and Authorities

• Adhere to procedures to ensure timely and accurate receipt, logging, analysis and response to customer complaints.  Reviews all customer complaints for validity and assures complaints are processed in compliance with policies and procedures.

• Generates MDR reports in accordance with BD procedures and FDA regulations.

• Contribute to the business-wide quality strategy and quality objectives

• Ensure complaints are investigated and completed in a timely manner.

• Monitor and communicate significant complaint trends, adverse events and other pertinent reports

• Exhibit flexibility and adaptability by managing assignments in accordance with project priorities and by altering course of action when and where necessary

• Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information. 

• Partners with other quality professionals to address recurring issues identified throughout the organization.

Experience

• Experience in the complaint handling, Medical Device industry, Medical Device Reporting, FDA regulations, GMP, Quality Systems and where applicable clinical and other laboratory functions highly preferred

• Experience in health care setting where BD or similar products are used, e.g. clinical labs, hospitals, ICU’s, health care delivery settings highly preferred

Skills

• Strong analytical, deductive reasoning and listening skills

• High level of problem identification, analysis, and formulation of conceptual / technical and business solutions

• Must be able to communicate precisely and accurately

• Strong business, technical and computer skills

• Strong project management skills

• Using computer based analytical, statistical and modeling tools to identify and improve processes, must be proficient in excel, and be able to quickly develop proficiency in SAP complaint handling systems

• Must be able to provide support to Customer Facing Teams

• Must be motivated, self-directed, and able to work with minimal supervision

• Ability and skill to effectively manage multiple tasks and lead execution of change management plans.

• Ability to act as a liaison across functions and with outside customer representatives or stakeholders concerning operational or project schedules/deliverables, audits, etc.

• Must be able to multitask and prioritize effectively to meet business goals and objectives

• Must be able to communicate effectively at all levels of the organization, clear, concise, and timely information pertaining to the quality and regulatory compliance status of the business.

Education

• Minimum of BS Degree in Medical Technology, Biomedical Engineering or related healthcare / Engineering discipline.Experience working in a regulated manufacturing environment or relevant healthcare setting highly preferred.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status. 

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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