Quality Technical Service Specialist

Avantor • Phillipsburg, NJ

18d • $62,500 - $100,625 • Onsite

About The Position

Avantor is seeking a customer-focused, detail-oriented Quality Technical Service Specialist to support self-manufacturing sites and products in the BMP segment, help maintain compliance for regulated customers, and provide technical support. This individual-contributor role is based in Phillipsburg or Bridgeport, New Jersey, and reports directly to the Manager, Customer Quality Agreements & Technical Services. The role partners with customers and collaborates with Customer Service, Sales, Quality, Marketing, and Operations. It also participates in a live phone and chat support rotation and may require travel of up to 10%. The work is primarily in an office setting, with occasional visits to the manufacturing facility and R&T building and occasional domestic and international travel.

The specialist responds to technical questions about Avantor pharmaceutical and laboratory products, researches technical documentation and product specifications, and helps resolve customer issues involving quality, applications, products, and delivery systems. The role also contributes to improving information collection and archiving processes and supports cross-functional customer intimacy programs, which may include project management, data collection and review, recurring meetings, and meeting minutes.

The position requires a bachelor’s degree in a relevant scientific or engineering field and at least three years of combined experience in technical services, engineering, quality, or sales in a chemical or pharmaceutical environment. Avantor offers a comprehensive benefits package, including health coverage, retirement and stock purchase programs, paid holidays and time off, volunteer time, and paid parental leave.

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.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while keeping customer needs in mind.
• Ability to adapt communications to customers with varied levels of expertise in a global setting.
• Results-oriented approach and ability to work as a dedicated team player.
• Proven problem-solving and leadership skills.
• Initiative, attention to detail, and follow-through.
• Ability to learn industry regulations and Avantor proprietary systems.
• Commitment to providing an excellent customer experience.
• Excellent verbal, written, presentation, and interpersonal communication skills.

Nice To Haves

• Excellent knowledge of Microsoft Office Suite and experience with other computer applications, such as databases, with an aptitude to further develop technical skills.
• 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.

Responsibilities

• Respond to customer technical inquiries by telephone, email, and live chat about pharmaceutical and laboratory product lines, 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 provide 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.
• Participate in cross-functional customer intimacy programs; duties may include 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 as needed, up to 10%, and visit manufacturing and R&T facilities on occasion.
• Perform other duties as assigned, with or without accommodation.

Benefits

• Medical, dental, and vision coverage.
• Wellness programs.
• Health savings and flexible spending accounts.
• 401(k) plan with company match.
• Employee stock purchase program.
• 11 paid holidays.
• Accrual of 18 PTO days annually.
• Eligible volunteer time off.
• Six weeks of 100% paid parental leave, except in states that offer paid family leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level