About the role:
The Technical Customer Support Engineer (TCSE) provides customers technical support for all Nipro PharmaPackaging glass converted products they purchase and for new products that they are considering. Interacting with an assigned portfolio of customers, in coordination with sales, the TCSE captures customers’ needs and expectations then translates these into adequate product offerings.
The TCSE acts to develop business and to improve the customer experience by bringing daily support to their portfolio of customers along their drug/device development schedules.
What you will do:
Intercompany related activities
- Contributes to the definition of standard specifications, Technical Data Sheets, drawings, quality levels initiatives
- Contributes to the product strategy definition, based on expertise and capture of market feedback
- Contributes to the deployment of scientific policy (protocols, articles, and position papers)
Customer related activities
- Customer projects & developments: perform reviews of customers’ engineering project specifications. Propose product solutions aligned with Nipro strategy. Confirm that associated drawings meet the customers specifications.
- Provide the customer technical support from project concept through industrialization. Attend customers Business Review Meetings for technical projects when possible.
- Day to day customer support.
- Answer technical and process-related questions.
- Provide on-site customer support when there are processability challenges.
- Make proactive customer visits in coordination with sales.
- Support customer complaints investigations when applicable.
- Deliver technical training to customers (aligned with Nipro product strategy)
- Contribute to Nipro PharmaPackaging Technical Statements.
Other activities
- Managing technical relationships with key suppliers
- Lead and / or contributes to product studies either internal or customer based
What you will need:
- Technical knowledge related to pharmaceutical systems and machinery
- Demonstrated experience in the pharmaceutical industry, including primary packaging, and ideally, experienced in pharmaceutical project management
- A problem solver with analytical skills
- Reads GD&T drawings
- Proficiency in English both written and spoken, including technical and regulatory vocabulary
- Proficient in Technical and Scientific writing
- Good listening and communication skills, having experience with customer interactions
- Excels as a Team member
- Able to travel, internationally occasionally
- IT skills (Office, SAP, Mini-Tab)
- Perform other duties as assigned