Global Technical Support Specialist
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Sales and Marketing
Would you like to join an award winning organization that is dedicated to saving lives?
In 2019, Xellia Pharmaceuticals was recognized by the Business Culture Awards as an organization that has impacted its culture through transformative initiatives. Focused on building a sustainable environment through company values and a leadership promise to its employees. Our people make us what we are. We aim to attract the most talented, passionate employees in our industry and to earn their loyalty and commitment. We support our employees through comprehensive people resources processes ensuring that every employee is treated fairly and has a voice which is listened to and valued.
Is that you? If so, we want to learn more about you!
Our Bedford, OH facility is seeking a Global Technical Support Specialist (GTS). The GTS will serve as one point of contact for Xellia´s B2B customers in North America to ensure a timely and correct response to technical inquiries regarding Finish Dose Form Products (FDF) and Active Pharmaceutical Ingredients (API). Global Technical Support is the added value to our products and the team must act in close cooperation with the sales people thereby maximizing sales. Technical Support participates in meetings with customers when required either on-site or at the customers premises.
Key Responsibilities
- Provide technical support regarding Xellia’s APIs and Finished products to our North America customers, ensuring consistent, timely and professional communication and involvement of stakeholders as required
- Support Sales Managers on customer visits and attend relevant exhibitions to maintain relationship with existing customers and build relationship with new customers
- Represent Sales and Marketing in internal projects and assess and coordinate customer involvement
- Project manage customer related projects internally, assessing if requirements can be met and ensuring involvement of key stakeholders
- Gather information on potential new customer driven projects
- Support launches and technology transfers for North America B2B customers together with Xellia´s Launch Director or project manager and act as key US representative to support launches
- Support with establishment of Confidentiality Agreements (CDA) and Quality/Technical Agreements. Coordinate and maintain Service Agreements with FDF customers
- Coordinate and host customer audits and technical visits, provide audit agenda and provide response to customer audit reports
- Handling of complaints together with Quality or relevant departments according to SOP across all Xellia manufacturing sites
- Handling of returned goods together with relevant departments
- Facilitate/support customs clearance issues from a technical perspective when they arise. Act as a technical support for customer EULs to allow smoother clearance and delivery of product via US customs and FDA
- Evaluate change controls, deviations, and out of specification results that have customer impact according to SOP and ensure proper communication of changes to customers
- Coordinate assessment and implementation of customer specific requirements according to SOP
- Approve or reject sample requests from area of responsibility and coordinate the reception of samples (competitor and customer) with Quality
- Develop a strong understanding of Xellia products
- Be part and collaborate closely with the “global GTS team” to ensure consistent approach to Global technical services despite the North America and International business unit and reporting line structures
Requirements
- M.Sc/Bachelor of Pharmacy, Chemical Engineering, Medicinal Chemistry, Biotechnology or equivalent
- Preferably some experience from a similar customer support function or some years of experience from Development, Quality or Regulatory work in pharmaceutical field
- Customer orientation, strong communicator, networking, and stakeholder management skills
- Ability to build relationships with our customers and establish connections with new ones
- Strong technical background and ability to analyze and interpret
- Ability to structure information clearly and analyze data to provide solutions
- Ability to address multiple tasks in a timely manner and ensuring that deadlines are kept
- Project management skills
- Fluent in English oral and written
- Willingness to travel for audits and specific customer meetings and itnernal meetings in US or Corporate HQ - roughly 30%
We offer a competitive compensation and benefits package with an excellent working environment that is safe and engaging. Leaders are dedicated to your success and support professional and personal growth through various development and training opportunities. If you are looking for a rewarding career, Xellia is the organization for you!
Xellia Pharmaceuticals is owned by Novo Holding A/S and is a specialty pharmaceutical company leading in the development, manufacture and supply of anti-infective treatments. Headquartered in Copenhagen, Denmark, Xellia has global facilities in Europe, North America, and Asia, currently employing over 1700 people. With over 100 years of industry experience in developing last resort treatments for infectious diseases, Xellia is focused on the supply of products which not only save lives, but also improve and enhance patients’ quality of life. Together with us, you can help lead the fight against bacterial infections.
Read more about Xellia Pharmaceuticals here
Information og data
Denne ledige stilling har jobtypen "IT-supporter", og befinder sig i kategorien "Informationsteknologi".
Arbejdsstedet er beliggende i København
Jobbet er oprettet på vores service den 1.11.2020, men kan have været deaktiveret og genaktiveret igen.
- IT-supporter
- København
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