Customer Quality Support

Spherical Search has recently partnered with an industry-leading manufacturer of Injectable Components for the Pharma & BioTech space, and we are looking for a Customer Quality Support professional.

Main Purpose of the Role

The role requires an experienced professional (typically at least 2 years within the company, or engineers/managers with more than 3 years of experience).

Responsibilities Include:

• Managing customer audits, customer specifications, and various customer inquiries for the Granville and Brécey production sites.
• Acting as the main point of contact for assigned customers regarding quality matters and basic technical questions relating to existing products.
• Monitoring quality and technical support KPIs for assigned customers and preparing quality and technical support sections for customer review meetings.
• Building partnership relationships with internal departments and external customers.
• Communicating the Voice of the Customer, customer feedback, and market trends to the organization, and proposing improvement actions.
• Developing and managing relationships with customer contacts to ensure effective collaboration on quality and technical matters.
• Identifying and prioritizing issues and contributing to their resolution to ensure customer satisfaction while complying with quality standards and applicable regulatory requirements.

Quality Responsibilities

• Coordinate reviews of customer specifications and requirements and act as one of the company's quality representatives during approval processes.
• Coordinate customer quality audits and site visits and ensure follow-up of agreed actions.
• Serve as the customer contact for change management activities.

Technical Responsibilities

• Respond to customer technical inquiries regarding existing products using available documentation.
• Contribute to the development of technical proposals tailored to customer needs, including product recommendations.
• Support commercial teams in defining customer requirements for submission to the Project Approval Committee (PPA), promoting standard solutions and challenging customer requirements when appropriate.
• For standard products, manage communication of technical information needed by customers during evaluation, qualification, registration, and production launch phases using existing technical documentation.
• Manage technical relationships with customers and sales teams to ensure qualification of existing products.

Reporting & Information Management

• Track quality indicators for assigned customers and prepare quality sections for customer review meetings.
• Report customer feedback, market trends, and customer expectations to the organization and propose improvement actions to reduce gaps between the organization's capabilities and customer quality expectations.
• Use established processes and tools for customer quality and technical support management to ensure consistency and efficiency of activities and to maintain and improve customer relationships.
• Maintain records and documentation related to managed topics and ensure archiving according to procedures.

Customer Relations

• Participate in customer meetings both on-site and off-site.
• Build partnership relationships with external customers and internal departments.
• Promote and demonstrate a customer-focused culture.

Additional Responsibilities

• Proactively suggest improvements to Quality & Technical Support activities.
• Communicate internal information effectively.
• Comply with and promote the Group Values and Code of Conduct.
• Support managers in implementing Health, Safety, Environment (HSE) and Quality culture.
• Analytical mindset
• Leadership
• Dynamic and proactive approach
• Ability to work in cross-functional teams
• Self-motivated and autonomous
• Methodical approach
• Problem-solving ability

Education & Experience

Master's degree (Bac +5) or equivalent.

Experience in customer support/customer-facing roles preferred.

Key Internal Contacts

• Technical Center
• Customer Regulatory Affairs Department

Nature of interactions:

Influence and collaboration across functions.

Management Responsibility

This is essentially a senior customer-facing quality and technical support role that combines:

• Customer Quality Assurance
• Technical Product Support
• Audit Management
• Customer Relationship Management
• Cross-functional Project Coordination

It would typically fit someone with experience in Quality Assurance, Pharmaceutical/Medical Device Manufacturing, Techni