Job description

ViTalent, formerly known as CREST, a leader in talent development and talent acquisition strategies focused in life sciences, is pleased to present the following opportunity with a key industry partner.

We seek a CUSTOMER TECHNICAL & QUALITY SUPPORT SPECIALIST with a minimum of two years experience in Quality Control, Production or Product Development in a regulatory environment (FDA, GMP, Life Sciences)* to lead _pre- and post- sale services *_as the primary liaison between the client and the internal team.

Our client, the Stevanato Group, is a 70 year old international leader specializing in world-class systems, processes and services for the Pharmaceutical and Healthcare industries. With global operations including 14 production and commercial sites, the company is poised for continued growth in the sustainable life sciences sector.

The organization has committed to an even stronger US presence locating in Fishers, Indiana. A new, world-class facility is underway, so this is an exciting time to join an innovative and forward thinking organization.

The candidate selected for the role will enjoy a very competitive pay package and industry leading benefits. Salary range is between $75k - $85k.

MISSION

Provides customers with the best in class pre and post sales services, focusing on products and processes in order to solve timely issues, addressing sales opportunities on our product and service portfolio for all the SG dimensions. Works alongside with the internal functions involved, such as Quality, Production, R&D, PM and Sales Team, ensuring the dispatching processes of customer requests, cascading guidelines procedures, guaranteeing the correct identification, prioritization and resolution of customer technical and quality requirements aimed at building and improving sustainable and profitable customer relationships, in line with applicable standards, regulations procedures and policies of the company.

KEY ACCOUNTABILITIES / DECISION AREA

1. PRE AND POST SALES MANAGEMENT

• Acts as unique point of contact in dealing with customers, providing them the best in class support, closing loops with customers on-time, while contributing effectively at maintaining the high level of efficiency and work at proper standardization within the operations, quality and R&D team.
• Participates in the negotiation of quality and technical agreements with customers alongside with the relevant functions, with the aim of achieving the right balance between the customers’ requests as well as the standardization and efficiency and supporting the evaluation, development and commercialization phases for all the SG dimensions.

2. CUSTOMER TECHNICAL AND QUALITY SUPPORT OPERATIONAL PROCESSES

• Collaborates alongside with the internal functions involved, ensures seamless relationship with them, facilitating the dispatching process of customer request, delivering to customers the properly technical and quality specifications, documents, analysis and reports, provided by the relevant internal functions or gathered from company repository in order to respond to customers’ requests on pre-post sales topics.
• Analyzes processes for ensuring a consistent and systematic approach, guarantees day by day customers support operational activities, tracking the assigned tasks such as system updating, monitoring the requests and customers response status, implementing approved corrective actions in order to provide customer with the expected level of services.

3. KNOWLEDGE REPOSITORY & GUIDELINE

• Builds, according to Leader above, appropriate guidelines and best practices to support and facilitate the communication, pursuing a trustful partnership with internal and external stakeholders and participates actively in the revision of internal change discussions, facilitating the team in anticipating customer expectations, always in line with the applicable standards and policies.
• Builds, according to Leader above, a document repository for both technical and quality matters by collecting, categorizing and formalizing useful documents to spread and make knowledge accessible and easily sharable across the organization.
• Coordinates customer audits, verifies that the CAPA proposal meet customers’ request in order to ensure the high level and the optimization of service provided.

4. MONITORING AND REPORTING

• Elaborates accurate KPIs and properly analytical reports able at constantly monitor trends and performances, identifying and clustering issues based on type, complexity and time to answer, targets, etc.
• Analyzes trends based on voice of customer, customer feedback and market evolutions in order to support the Leader above at addressing and anticipating actions and initiatives able at optimizing the related KPIs and quality standards.

5. RELATIONSHIP MANAGEMENT

• Deals with the customers, arrange plant visit/ plant survey in order to facilitate the technical issues resolutions as well as keep good relationship with customer.
• Interacts regularly and effectively communicates with the key internal leaders and team as well as relevant stakeholders aimed at building level of awareness on technical and quality service vision, facilitating the communication and supporting them in facing technical and quality issues

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Work setting:

• In-person

Experience:

• CGMP: 2 years (Required)
• CAPA and Root Cause Analysis: 2 years (Preferred)
• Pre-and Post Sales: 2 years (Preferred)

Work Location: In person

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