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