Technical Support Specialist - BioPharma

Kerry -
Mumbai, Maharashtra

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Job details

4 days ago

Qualifications

Microsoft Powerpoint
Microsoft Word
Biology
Microsoft Excel
Microsoft Outlook
Software troubleshooting
SAP
Technical support
Master's degree
Minitab
Bachelor's degree
Technical writing
Chemistry
Agile
Training & development
SPSS
Communication skills

Full job description

About Kerry

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role

The Technical Support Specialist provides exceptional support for our BioPharmaceutical and Life Sciences product portfolios. This role involves offering expert technical support and guidance to customers, troubleshooting product issues, and ensuring customer satisfaction. Reporting to the GTS Manager - Pharma, the specialist is responsible for resolving internal and external customer technical queries promptly and effectively. The role requires prioritizing activities in a dynamic environment, allocating resources to critical projects, and assisting the global business team in driving sales and capturing new opportunities. The Specialist will play a crucial role in maintaining high levels of customer satisfaction and loyalty by delivering exceptional support and service.

Key responsibilities

Key Responsibilities

Customer Inquiries: Promptly address technical customer inquiries regarding the BioPharma and Life Sciences Product Portfolio, gathering appropriate responses from internal technical collateral, literature searches, and consultations with internal subject matter experts (SMEs). Recommendations provided will include product application details, product-specific technical information, and general end-use application knowledge.

Communication: Effectively communicate with Account Managers, Product Managers and other stake holders to clearly understand and meet customers’ needs.

Collaboration: Collaborate cross-functionally (with sales, RD&A, product management, marketing, process technology, regulatory, quality, etc.) to develop appropriate, customized technical responses. The candidate will communicate and work closely with product development teams to provide feedback and insights from customer interactions. Interact with a wide array of SMEs and stakeholders to aid the sales team.

Resource Utilization: Utilize available resources strategically to support account directors with technical information specific to BioPharma and Life Sciences portfolio end-uses.

Customer Calls: Support technical customer calls as needed, capturing, and sharing meeting notes; over 90% of customer calls are virtual meetings.

Documentation: Document and track customer issues using a ticketing system, ensuring accurate and detailed records. Maintain comprehensive logs of customer interactions and technical issues.

Troubleshooting: Support troubleshooting activities when application issues arise at customers, working collaboratively and cross-functionally. Activities may include, but are not limited to: supporting customer calls, scheduling internal debriefs and brainstorming meetings, capturing meeting notes, requesting and submitting samples for testing, gathering data from other departments, analyzing data and preparing reports, presenting summaries to internal stakeholders and on customer calls. Conduct root cause analysis in collaboration with relevant departments to resolve technical issues, ensuring minimal disruption to customer operations.

Training: Assist in preparing and delivering training presentations to the Sales Team.

Market Intelligence: Capture Voice of Customer (VOC), capture market/industry intelligence, monitor technical queries for trends, and bring these insights forward to relevant stakeholders.

Technical Documentation & Tools: Develop and maintain technical documentation and tools for the sales team (e.g., develop/maintain FAQ list, product info tools, product matching tool, etc.).

Industry Knowledge: Stay up-to-date with the latest industry trends and technologies to provide informed support. Continuously enhance technical knowledge through training and professional development.

Multitask: Ability to manage multiple tasks simultaneously while maintaining high levels of accuracy and efficiency.

Technical Writing: Create, review, and update technical documents, including user manuals, product specifications, and troubleshooting guides. Ensure clarity, accuracy, and consistency in all technical documentation.

Marketing Support: Collaborate with the marketing team to develop technical content for marketing materials, such as brochures, application notes, papers, and case studies. Provide technical insights and support for marketing campaigns and initiatives.

Qualifications and skills

Qualifications

Education: Bachelor's or Master's in Biology, Chemistry, Pharmacy, Engineering, or a related field.

Experience: Minimum of 5 years of relevant experience in technical service or support within the Pharmaceutical and/or Biopharmaceutical industry. Demonstrated ability to troubleshoot and resolve technical issues.

Customer Relationship Management: Proven track record in managing customer relationships and driving technical service excellence.

Technical Knowledge: Strong understanding of pharmaceutical products and their applications. Knowledge of unit operations and practices relevant to pharmaceutical customers and cGMP processes.

Problem-Solving Skills: Excellent problem-solving and troubleshooting skills. Ability to think critically and analytically to resolve complex technical issues.

Communication Skills: Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Proficiency in written and verbal communication.

Tools and Systems: Experience with ticketing systems and remote support tools. Proficiency in using software and tools for technical support and documentation. Experience working in an SAP environment is desirable.

Teamwork: Ability to work independently and as part of a team in a fast-paced environment. Strong collaboration skills and a proactive approach to problem-solving.

Travel: Ability to travel up to 10% of the time

Preferred Skills

Broad scientific knowledge base with a focus on microbial and biopharmaceutical manufacturing.

Comfortable bridging R&D and Commercial enterprises to help reach organizational goals.

Collaborative individual, adept at working with cross-functional teams within a matrix organization.

Strong organizational and multi-tasking skills to meet delivery on competing priorities.

Strong interpersonal, oral, and written communication, and presentation skills.

Works independently, takes ownership of the role, is proactive and self-motivated.

Agile individual, comfortable working in an ambiguous setting.

Proficiency in Outlook, Excel/Word/PowerPoint, CRM software (preferred), JMP/Minitab/SPSS (preferred) and technical writing software’s

Strong understanding and vigilance of confidentiality of both Kerry and customer IP.

Able to travel independently and present technical information at trade shows and customer meetings.

Excels at working in a diverse environment.

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About the role

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