Quality Technical Service Specialist

Avantor is seeking a customer-focused and detail-oriented Quality Technical Service Specialist to join our Global Agreements & Technical Service Team. In this individual contributor role, you will support self-manufacturing sites and products within the BMP segment, helping maintain compliance for regulated customers while delivering exceptional technical support.

This is a full-time role based in either Phillipsburg or Bridgeport, New Jersey.

What we're looking for

• Education: BS/BA Degree in Biology, Biotechnology, Bio Engineering, Chemistry, Chemical Engineering, or related field required
• Experience: Minimum of three (3) years of combined experience in technical services, engineering, quality or sales in chemical or pharmaceutical environment required
  • Synthetic pharmaceutical & biopharmaceutical drug development and manufacturing as well as an understanding of industry regulations (cGMP, FDA, ICH, and WHO), quality and validation.
  • Quality and process engineering in a chemical or pharmaceutical environment.
• Collaboration Tool: Excellent knowledge of Microsoft Office Suite; experience working with other computer applications (such as databases) with an aptitude to further develop technical skills preferred
• Preferred Qualifications: 
  • 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.

How you will thrive and create an impact

Reporting directly to the Manager, Customer Quality Agreements & Technical Services, you will serve as a key partner to customers and collaborate cross-functionally with Customer Service, Sales, Quality, Marketing, and Operations teams. This role includes participation in a live phone and chat support rotation, making strong communication and customer service skills essential for success. 

• Responds to customers’ technical inquiries (via telephone, email, and live chat) pertaining to the Company’s pharmaceutical and laboratory product lines which includes APIs, excipients, bio reagents, salts, sugars, acids, cGMP-manufactured solutions, medical devices, and chromatography media. 
• Researches technical documents, reviews product specification and uses resources such as technical monographs, Company R&D experts, in-house databases, and personal technical background to communicate information to customers.
• Triages and resolves customers’ technical issues related to quality, applications, products, and delivery systems.
• Participates in designing/improving information collection and archiving processes with other departments including but not limited to Marketing, Sales, and Quality Assurance.
• Participates as part of cross functional team associated with the customer intimacy programs;  responsibilities may include project management, data collection and review, hosting and participating in recurring meetings, and issuing meeting minutes. 
• Ability to travel up to 10% (as needed).
• Other duties as assigned with or without accommodation.

KNOWLEDGE, SKILLS AND ABILITIES:

• Demonstrated ability to manage multiple priorities in a fast paced environment while keeping customers’ needs in mind.
• Ability to adapt communications with a variety of customer competencies in a global setting.
• Results-oriented, dedicated team player.
• Proven problem solving and leadership skills. 
• Exhibits initiative, attention to details and follow through. 
• Ability to learn industry regulations and Avantor’s proprietary systems. 
• Committed to providing the ultimate customer experience. 
• Excellent verbal, written skills in addition to presentation and interpersonal communication skills. 

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

The work environment is an office setting. The duties of the job may require the Technical Service Specialist to go to the manufacturing facility and R&T building on occasion. Occasional travel may be required both domestically and internationally.

#LI-Onsite

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Pay Transparency:

The expected pre-tax pay for this position is

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.