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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.
**Responsibilities**:
Reporting directly to the Director, Customer Quality, the Customer Quality Manager, Regional Accounts position is responsible for directing all BD Pharmaceutical Systems Quality Management activities for assigned Regional account customers in the Latin America (LATAM) region as it relates to Customer interface.
This position is responsible for all customer quality interfaces for customers in the assigned region, including negotiation and approval of Quality agreements and customer specifications for the region, management of Customer complaints and escalations, facilitation of Customer audits, and daily Customer support. The role closely interacts with LATAM Business Directors/Account Managers, works closely with regional leaders and WW Quality counterparts to integrate international quality and compliance initiatives.
Through outstanding communication, effective problem solving, and active management of ambiguous situations, the role ensures product safety, product quality and compliance with all relevant global regulations and customer expectations. Success is measured in terms of the frequency and scale of product quality and organizational issues as well as business process effectiveness.



Through internal and external stakeholder engagement; and people development; the incumbent produces durable and industry leading results supporting key business drivers.
**PRIMARY RESPONSIBILITIES**
1. Assure a high level of customer satisfaction within the region for regional customers.
2. Facilitate expert-to-expert discussions between BD and the customer regarding quality topics.
3. Negotiate BD’s Quality position with the customer, as necessary, on quality topics.
4. 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.
5. 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.
6. 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.
7. 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.
8. Define and negotiate contractual Quality Agreements, as appropriate; identify customer’s needs and expectations; Influence the use of BD’s standard Quality Agreement template.
9. Lead the review and negotiation 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).
10. Accountable to WW and regional Marketing teams and regional leaders for regional customer quality issues.
11. Effectively navigate and lead through the challenges of change and establish general stakeholder engagement focused on win-win solutions.
12. Continuously evaluate progress toward objectives, adapting them to meet customer and business needs.
13. Pursue and actively manage key stakeholder relationships that support the broader strategy that are impacted by plant/bu
ess/function objectives
14. Support BD preparation activities for customer audits, as appropriate.
POSITION “SPECIFIC” OVERVIEW
- Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times. Adheres to and exhibits our core values
- Maintains confidentiality and protects sensitive data at all times.
- Adheres to organizational and department specific safety standards and guidelines.
- Works collaboratively and

📌 Gerente de Calidad a Clientes Latam (Lomas de Chapultepec)
🏢 Bd
📍 Lomas de Chapultepec