Quality Technical Service Specialist
Avantor
Summary
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.
Job description
The Opportunity
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.
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
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.
Requirements
- BS/BA Degree in Biology, Biotechnology, Bio Engineering, Chemistry, Chemical Engineering, or related field required
- 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
- Understanding of industry regulations (cGMP, FDA, ICH, and WHO), quality and validation
- Quality and process engineering in a chemical or pharmaceutical environment
- Excellent knowledge of Microsoft Office Suite
- Experience working with other computer applications (such as databases) with an aptitude to further develop technical skills preferred
- Hands-on experience in a laboratory or manufacturing environment preferred
- Project management experience preferred
- Experience with analytical chemistry techniques and instrumentation, including HPLC, LC/MS, GC, spectrophotometry, elemental analysis, and wet chemistry analysis preferred
- Knowledge of synthetic pharmaceutical and biopharmaceutical drug development and manufacturing preferred
- Understanding of industry regulations and quality systems, including cGMP, FDA, ICH, WHO, validation, quality assurance, or process engineering in a chemical or pharmaceutical environment preferred
Benefits
- Medical, Dental & Vision
- Wellness Programs
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Stock Purchase Program
- 11 Paid Holidays
- 18 PTO Days
- Volunteer Time Off
- 6 Weeks Paid Parental Leave
Company overview
Avantor is a leading global provider of mission-critical products and services to customers in the life sciences and advanced technology industries. Founded in 1904 as J.T. Baker Chemical Company, the company has evolved into a Fortune 500 organization with operations in over 30 countries and serving more than 300,000 customer locations worldwide. Avantor's comprehensive portfolio supports virtually every stage of research, development, and production activities across biopharma, healthcare, education, government, and advanced technology sectors. The company specializes in providing high-purity chemicals, laboratory equipment, single-use bioprocessing systems, and specialized services that enable breakthroughs in medicine, healthcare, and technology. With approximately 14,500 employees globally, Avantor plays a crucial role in supporting scientific innovation, including significant contributions to COVID-19 vaccine manufacturing through its synthetic lipid production capabilities. The company went public in 2019 and is listed on the New York Stock Exchange under the symbol AVTR.