Technical Customer Support Engineer - NPI Technical Customer Support

Purpose of the position
The 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 activities

Internal technical trainings including supporting documentation (e.g., for new employees)
Contribution to definition of standard specifications, TDS, drawings, quality levels initiatives
Contributing to product strategy definition, based on expertise and capture of market feedback
Contribution to deployment of scientific policy (protocols, articles, and position papers)

Customer related activities

Customer 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 projects
Day 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 activities

Managing technical relationship with key suppliers
Lead and / or contribution to internal or customer (together with customer) related studies

What you'll need

Very good knowledge of written and spoken English, including technical and regulatory vocabulary
Good communication skills, experience with customer interactions
Solid knowledge of the pharmaceutical (primary) packaging industry
Proficient in Technical and Scientific writing
Technical knowledge related to pharmaceutical systems and machinery
IT skills (Office, SAP, Mini-Tab)
Team player mentality
Education: Engineering Bachelor’s Degree
Willingness to occasionally travel on global level
High grade of flexibility
Good analytical skills.
Well organized and strong in setting priorities
Experienced in pharmaceutical project management