Quality Technical Service Specialist
About The Position
Avantor is seeking a customer-focused, detail-oriented Quality Technical Service Specialist to support self-manufacturing sites and products within the BMP segment. This individual-contributor role helps maintain compliance for regulated customers while providing technical support. It is based in Phillipsburg or Bridgeport, New Jersey, and includes participation in a live phone and chat support rotation. The role collaborates with Customer Service, Sales, Quality, Marketing, and Operations teams and reports directly to the Manager, Customer Quality Agreements & Technical Services. The specialist responds to technical questions about pharmaceutical and laboratory product lines, researches technical documents and product specifications, and triages and resolves issues related to quality, applications, products, and delivery systems. The position also contributes to improving information collection and archiving processes and to customer-intimacy projects. Travel of up to 10% may be required. The work is primarily in an office setting, with occasional visits to manufacturing and R&T facilities and possible domestic and international travel.
Requirements
- Bachelor’s degree in Biology, Biotechnology, Bioengineering, Chemistry, Chemical Engineering, or a related field.
- At least three years of combined experience in technical services, engineering, quality, or sales in a chemical or pharmaceutical environment.
- Knowledge of synthetic pharmaceutical and biopharmaceutical drug development and manufacturing, and understanding of industry regulations such as cGMP, FDA, ICH, and WHO, as well as quality and validation.
- Knowledge or experience in quality and process engineering in a chemical or pharmaceutical environment.
- Excellent knowledge of Microsoft Office Suite; ability and aptitude to further develop technical skills and work with other computer applications such as databases.
- Ability to manage multiple priorities in a fast-paced environment while keeping customer needs in mind.
- Ability to adapt communications to customers with varied competencies in a global setting.
- Results-oriented, dedicated team player.
- Problem-solving and leadership skills.
- Initiative, attention to detail, and follow-through.
- Ability to learn industry regulations and Avantor’s proprietary systems.
- Commitment to providing an excellent customer experience.
- Excellent verbal, written, presentation, and interpersonal communication skills.
Nice To Haves
- Hands-on experience in a laboratory or manufacturing environment.
- Project management experience.
- Experience with analytical chemistry techniques and instrumentation, including HPLC, LC/MS, GC, spectrophotometry, elemental analysis, and wet chemistry analysis.
- Knowledge of synthetic pharmaceutical and biopharmaceutical drug development and manufacturing.
- Understanding of industry regulations and quality systems, including cGMP, FDA, ICH, WHO, validation, quality assurance, or process engineering in a chemical or pharmaceutical environment.
- Experience working with computer applications such as databases.
Responsibilities
- Respond to customer technical inquiries by telephone, email, and live chat about pharmaceutical and laboratory products, including APIs, excipients, bioreagents, salts, sugars, acids, cGMP-manufactured solutions, medical devices, and chromatography media.
- Research technical documents and product specifications, using technical monographs, Company R&D experts, in-house databases, and personal technical knowledge to communicate information to customers.
- Triage and resolve customer technical issues related to quality, applications, products, and delivery systems.
- Participate with other departments, including Marketing, Sales, and Quality Assurance, in designing and improving information collection and archiving processes.
- Contribute to cross-functional customer-intimacy programs, including project management, data collection and review, hosting and attending recurring meetings, and issuing meeting minutes.
- Participate in a live phone and chat support rotation.
- Travel up to 10% as needed.
- Perform other duties as assigned, with or without accommodation.
Benefits
- Medical insurance
- Dental insurance
- Vision coverage
- Wellness programs
- Health savings account
- Flexible spending accounts
- 401(k) plan with company match
- Employee stock purchase program
- 11 paid holidays
- 18 accrued PTO days annually
- Volunteer time off
- Six weeks of 100% paid parental leave, except in states that offer paid family leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
