Job Description Summary

In general this position will be responsible for different aspects of Complaint Handling and complaint data analytics. i.e. receiving of complaint samples and dispatch of complaint samples along with entry into global system, attending customer calls and customer care e-mail ID on all week days except Sundays and responding appropriately. Initiating proactive measures by partnering with business and other stake holders to enhance customer experience Monthly trending and tracking of complaint business wise. Also data analytics of customer complaints. Also providing complaint trend to businesses on request.
Raising non-conformances. Co-coordinating with regional and country team ensure timely closures of Non conformances and complaints as per business need.

The position will also be responsible for Quality Document Management System.

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.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us!

POSITION SUMMARY

In general this position will be responsible for different aspects of Distribution Quality , complaint handling i.e. preparation of labels , dispatch of complaint samples and its entry into global system, attending customer calls and customer care e-mail ID on all week days except Saturdays and Sundays and responding appropriately. Initiating proactive measures by partnering with business and other stake holders to enhance customer experience. Monthly trending and tracking of complaint business wise. Also, data analytics of customer complaints.

Raising non-conformances. Co-coordinating with regional and country team ensure timely closures of Non conformances and complaints as per business need.

The position will also be responsible for Quality Document Management System.

KEY RESPONSIBILITIES

-Receive calls and monitor customer service inbox for complaints, feedback received and enter complaint into BD Global system within 2 days.

-Liaise with the customer & BD field associates in case of missing information and complaint samples as required to record all complaint information in the Complaints database.

-Draft a customer complaint response letter pertaining to complaints which need attention and have it approved by the relevant parties.

-Close the complaints to the best satisfaction of the customers within the stipulated time frame.

-Inform to the relevant BD associates of the customers on the status of complaint and send a copy of customer complaint response letter for information / follow up.

-To attend Customer Care phone no Maintaining Routine Documentation.

-Will be working as country complaint co-ordinator for timely dispatch of complaint samples received from customers/sales associates in co-ordination with RCC ( Regional Complaint Coordinators)

-Implement and follow 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.

-Provide training on complaint handling process to new hires and refresher training to existing employees.

-Exhibit flexibility and adaptability by managing assignments in accordance with project priorities and by altering course of action when and where necessary. -Remain current in any upgrades to complaint handling systems Contribute to the business-wide quality strategy and quality objectives Monitor and communicate significant quality trends and identifying adequate corrective actions.

-Provide internal awareness of noted trends and quality issues via periodic and ad hoc reports Responsible as a document controller and manage global Document Control System

-Train associates on Document Control System Undertake and/or support project work as requested by India Quality Head. Support Quality Procedures and Policies as outlined in the Company’s Quality Manual. Including support for internal QA and corporate audits of the system.

-Adhere to the requirements of the Quality Management System as maintained by BD India.

POSITION REQUIREMENTS

Education:

Graduate /Master’s Degree in Science/Pharmacy /Engineering or Quality

Relevant Experience:

1.Minimum 4-6 years relevant quality assurance/control/compliance experience in the medical device/healthcare industry.

2.Relevant experience in quality systems for complaint management, Distribution Quality and corporate Quality, failure investigation, corrective & preventive action, and document & quality records management.

Manufacturing experience preferred in medical device. Experience in working with cross functional team

Job Competency Requirements:

Comprehensive knowledge of Quality System standards and quality system related regulations including but not limited to ISO 13485. Need to have Customer centric approach Good knowledge of product complaints handling and related quality system i.e. CAPA. Strategic Thinker/Change Agent: High energy, accountable and forward-looking; able to see larger business picture. Persuasive individual with the ability to work at all levels to educate and gain buy-in for Quality programs and initiatives; track record of creating a positive imprint on an evolving business; Effective Trusted Communicator, demonstrated ability to effectively educate and influence other stakeholders of the Quality System and compliance, encouraging ownership of quality vision and strategies. Excellent communication skills. Good knowledge of IT systems i.e. knowledge of using quality applications in ERP systems and other applications. Knowledge and understanding of local regulation

Living the Values

Demonstrate the behaviors that are the foundation for becoming a great Company; great performance, great contribution, great place to work:

• We do what is right
• We take personal responsibility
• We anticipate and address the challenges of patients and customers globally
• We innovate and improve continuously
• We respect, collaborate, challenge and care about each other

Leadership Competencies

Process Effectiveness – Understands results that must be obtained and establishes efficient plans for self and/or others to achieve them; alert to opportunities to improve existing processes for accomplishing work and pursues them.

• Good at figuring out the processes necessary to get things done;
• Knows how to organize people and activities;
• Understands how to separate and combine tasks into efficient work flow;
• Knows what to measure and how to measure it;
• Can see opportunities for synergy and integration where others can’t;
• Can simplify complex processes; gets more out of fewer resources.

Action Oriented – Is agile and timely in making things happen.

• Demonstrates willingness and commitment to work hard;
• Not fearful of acting with a minimum of planning;
• Seizes more opportunities than others
• Takes action when needed.

Drive for Results – Consistently strives to achieve challenging goals and objectives whether individually or through others.

• Can be counted on to exceed goals successfully;
• Is constantly and consistently a performer who adds value;
• Very bottom-line oriented;
• Steadfastly pushes self and others for results

Required Behaviors

Promotes an Inclusive Work Environment – Respects and values the diversity among us and leverages our differences to enhance our performance and working environment.

Customer Focus – Is flexible and nimble in keeping up with customer needs; is on the cutting edge of defining their next level of expectations, and working to exceed them.

Continuous and Versatile Learning – Proactively builds knowledge and skills of self and others, to increase value/contribution to the Company and to ensure personal and professional growth.

Teamwork – Puts into practice values and behaviors that contribute to group effectiveness and performance, and the achievement of team objectives.

Think Differently, Act Differently & Constructively Challenge Status Quo

• Share expertise in a positive way
• Increase collaboration, more networking & building relationships with internal & external stakeholders
• Embrace change and seek continuous improvement

Travel Frequency

<10%

Click on apply if this sounds like you!

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.

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

Primary Work Location

IND Gurgaon - Signature Towers B

Additional Locations

Work Shift