Technical Support EngineerThe Technical Support Engineer is in charge of customer support from a product/process technical standpoint. Interacting with an assigned portfolio of customers, he/she partners with those upstream to capture their expectations and translate into adequate product offer, in coordination with sales. The Technical Support Engineer acts as an expert and accompanies customers all along their drug/device development schedule, also bringing daily support to his portfolio of customers.
Primary scope is ultimately all Nipro PharmaPackaging glass converted products (syringes, vials, ampoules, cartridges, and specialty products), in an ultimate goal to further develop business globally and improve customer experience.Intercompany Related ActivitiesInternal technical trainings including supporting documentation (e.g., for new employees)Contribution to definition of standard specifications, TDS, drawings, quality levels initiativesContributing to product strategy definition, based on expertise and capture of market feedbackContribution to deployment of scientific policy (protocols, articles, and position papers)Customer Related ActivitiesCustomer projects & developments: Capture & constructive challenge of customers' expectations. Product proposal adapted to Nipro strategy. Issue associated drawings & specifications.Accompany customer as coordinating expert during project till industrialization.
Attend BRMs for technical projectsDay to day customer support. Answer technical and process-related questions. Reactive on-site customer support if processability challenge.
Proactive customer visits. Contribution to complaints investigations when applicable. Customer technical training / customer seminars (aligned with Nipro product strategy)Accompanying technical documentary support (e.g., statements)Other ActivitiesManaging technical relationship with key suppliersLead and / or contribution to internal or customer (together with customer) related studiesWhat You'll NeedVery good knowledge of written and spoken English, including technical and regulatory vocabularyGood communication skills, experience with customer interactionsSolid knowledge of the pharmaceutical (primary) packaging industryProficient in Technical and Scientific writingTechnical knowledge related to pharmaceutical systems and machineryIT skills (Office, SAP, Mini-Tab)Team player mentalityEducation: Engineering Bachelor's DegreeWillingness to occasionally travel on global levelHigh grade of flexibilityGood analytical skills.Well organized and strong in setting prioritiesExperienced in pharmaceutical project management