Technical Support Manager

As a **Field Application Specialist (FAS Engineer)**, you will be a key technical ambassador for our advanced engineered solutions in **powder handling**, **powder/liquid mixing**, and **high containment systems**. You will support the commercial team throughout the entire customer lifecycle—from opportunity identification to post-installation service—ensuring that our customers receive tailored, high-performance solutions that meet their operational, regulatory, and safety requirements.

Your role will span both **pre-sales** and **post-sales** activities, combining technical consulting, solution development, and service support. You will help translate complex customer needs into actionable solutions using our innovative product portfolio, and other proprietary technologies.

**Expanded Responsibilities**
- **Pre-Sales Engagement**:
- Collaborate with sales, contracts, and engineering teams to develop customized proposals and technical presentations.
- Conduct site assessments and feasibility studies to align customer needs with ILC Dover’s capabilities.
- Deliver product demonstrations and value-based selling strategies to showcase our containment and process solutions.
- **Customer Consultation & Solution Design**:
- Act as a trusted advisor to customers, guiding them through technical decision-making and system configuration.
- Recommend optimal solutions based on process requirements, containment levels, and regulatory standards (e.g., GMP, ATEX).
- Ensure alignment between customer expectations and engineering deliverables.
- **Service & Support**:
- Provide **technical support during installation, commissioning, and validation** phases, ensuring smooth handover and system performance.
- Assist in **troubleshooting and optimization** of installed systems, working closely with service and engineering teams.
- Support **change management and upgrades**, helping customers adapt systems to evolving needs or compliance requirements.
- Maintain ongoing relationships with customers to ensure satisfaction and identify opportunities for continuous improvement or additional services.
- **Training & Knowledge Transfer**:
- Deliver technical training to customer teams on system operation, maintenance, and safety protocols.
- Create and maintain documentation to support customer understanding and long-term system reliability.
- **Market Development & Representation**:
- Represent ILC Dover at trade shows, conferences, and industry events to promote our brand and solutions.

**Key Responsibilities**

Engage with customers to understand their process needs and recommend **tailored solutions** from our broad technology product portfolio.

Support the **tender process** through technical documentation, presentations, and product demonstrations that highlight ILC Dover’s value proposition and differentiation.

Act as a technical liaison between customers and internal teams, ensuring alignment from concept through execution.

Represent ILC Dover at major industry exhibitions and conferences, showcasing our innovation and leadership in containment and process solutions.

**Your Profile**

Bachelor’s degree in **mechanical engineering**, **automation**, **chemical engineering**, **pharmaceutical/biotech engineering**, or equivalent.

Minimum **5 years of experience** in pharmaceutical or biopharmaceutical environments, with a strong focus on **powder handling**, **mixing**, and **high containment**.

Proven ability to conduct both **in-person and remote customer engagements**, including technical consultations and solution presentations.

Strong understanding of **GMP**, **ATEX**, and **containment performance standards**.

Technically minded with excellent communication skills and a collaborative spirit.

Commercially astute with the ability to articulate value and ROI to customers.

Proficient in **Salesforce CRM** and **Microsoft Office Suite**.