Technical Service Expert

3 days ago

Singapore Merck Pte. Ltd. Full time $90,000 - $120,000 per year

Your Role


An exciting new opportunity has arisen to join the company as Technical Service Expert in the Life Science Process Solutions division. You will be part of the team responsible for resolving customer issues related to product quality and technical enquiries for the Process Solutions product portfolio including excipients, buffers, cell culture media, filters, single-use assemblies, software, hardware etc. As a customer advocate, you will be the bridge between the customer and internal partners such as manufacturing site quality operations and product management to ensure that customer's concerns and issues are addressed with the solutions and recommendations provided by the Subject Matter Expert (SME). You will be the complaint owner in the product quality complaint management process, including customer communication, logging complaint in TrackWise system, coordinating product decontamination & return, drafting and reporting of customer-facing letter etc. In addition, you will be responding and communicating with customers (external and internal) on their technical requests and enquiries. You will provide product & technical support to customers or internal sales through email, call or on-site support. This includes performing of product troubleshooting tests in our labor at customer site when necessary. You will have the opportunities to identify improvement areas for internal and external processes and initiate, participate or lead local or regional projects. You will be expected to collaborate and communicate effectively with cross-functional colleagues including Sales, Customer Application, Field Service and Quality Services across different geographies. You will support regional customers in South-East Asia and Oceania.

Who You Are

Bachelor's degree in Chemical Engineering, Biomedical Science, Biotechnology, Bioengineering or other related fields.Preferably 2-3 years of working experience in the biotechnology or biopharmaceutical field and has related knowledge in areas such as aseptic/sterile filtration, tangential flow filtration, single-use technology, chromatography etc.Familiar with the product complaint handling process for a GMP and bio/pharmaceutical environment.Team player with good communication skills (oral and written).Highly self-motivated and displays learning agility, resourcefulness and integrity.Passionate and genuinely interested in supporting and resolving customers' issues.

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