Technical Service Scientist (US Hybrid)
Millipore Corporation

Work Location: Burlington, Massachusetts
Shift:
Department: LS-PS-ATE Tech Services
Recruiter: [[Hiring Manager Name: Kelly Swieck]]

This information is for internals only. Please do not share outside of the organization.

Your Role:

At MilliporeSigma, the Technical and Scientific Solutions (TSS) group provides high quality scientific and technical support to MilliporeSigma customers developing or manufacturing biopharmaceuticals. The Process Solutions Technical Service Scientist is part of the TSS team and is responsible for providing technical expertise and support to our customers. They will utilize phone, email, and website on our Process Solutions product portfolio and associated technologies used in the Pharmaceutical and Biopharmaceutical industry. Specific responsibilities include:

• Managing customer Quality Complaints, post-troubleshooting, by working through standard processes in Salesforce.com and Trackwise
• Build trusted relationships with customers,by committing to fulfilling their needs and solving their problems
• Demonstrate an understanding of the customer needs and expectations
• Manage the customer's emotion and expectations during the complaint process to maintain a high level of customer satisfaction
• Resolve customer reported issues by making judgements and choosing the best suitable option between troubleshooting or processing the quality complaint
• Partner with site quality teams on investigations to quickly identify the root causes for the customer reported quality complaints
• Provide differentiated service in the handling of quality complaints based on account classification to increase customer intimacy, retention, and satisfaction
• Collaborate with internal stakeholders to effectively address customer needs
• Manage critical situations, escalating issues when need be
• Travel up to 5%

Location: Hybrid- 3 days in office at one of our locations in the US

Who You Are:
Minimum Qualifications:

• Bachelor's degree in biology, Chemistry, Biochemical Engineering, Biotechnology or similar Life Science discipline
• 2 + years of experience in process development, quality management, manufacturing, or a technical role in the biopharmaceutical industry
• Fluent in English and Spanish, both in reading and writing

Preferred Qualifications:

• Open-minded and customer-focused
• Effective team player, you know how to work with different teams in a multicultural matrix environment
• Excellent communication skills and customer interaction skills

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

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