技术服务专家

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role:

- Own and develop strategic relationships with major customers within Process Solutions (PS), acting as the primary point of contact for customer engagement, technical service coordination, solution delivery, and overall customer success.
- The role combines major account management with strong project management responsibilities, requires deep understanding of customer business and technical needs, develops and executes account engagement plans, and leads cross-functional projects to deliver high-quality solutions, resolve complex issues, strengthen customer loyalty, and create sustainable business value.
- The position requires close collaboration with Technical Service, Manufacturing, Supply Chain, Account Manager, MSAT, Customer Application and other relevant functions. The role leads through influence and coordinating resources across functions to ensure customer commitments are delivered on time, with the expected quality, compliance, and service level.

Key Responsibilities

- Strategic Major Account Management

- Own the overall relationship and engagement strategy for assigned major customers.
- Serve as the primary customer contact and trusted business partner for strategic stakeholders, including technical, operational, procurement, and senior management contacts.
- Develop and maintain customer account plans based on customer priorities, business objectives, technical requirements, product usage, and future opportunities.
- Build a deep understanding of customer operations, decision-making processes, challenges, and long-term plans.
- Establish regular customer governance routines, including technical reviews, executive updates, and improvement discussions.
- Ensure customer expectations are understood internally and translated into clear priorities, actions, and commitments.
- Strengthen customer satisfaction, retention, trust, and long-term partnership with the company.

- Customer Needs Analysis and Solution Development

- Identify customer business and technical needs and translate them into practical solutions, service plans, and improvement initiatives.
- Provide customers and internal colleagues with appropriate technical, operational, and solution-oriented recommendations.
- Identify opportunities to improve product usability, operational efficiency, service quality, and customer self-sufficiency.
- Ensure proposed solutions are aligned with customer value, business priorities, technical feasibility, quality requirements, and applicable compliance standards.

4. Technical Service, Escalation, and Complaint Management

- Act as the key coordination point for major customer technical service needs and escalations.
- Oversee multi-channel customer inquiries, including email, phone, virtual meetings, and on-site engagement, ensuring timely and effective response in line with agreed service levels where applicable.
- Lead the coordination of complex troubleshooting cases and ensure the right technical and operational resources are engaged.
- Manage major customer complaints end to end in collaboration with Technical Service, Manufacturing, Supply Chain, and other responsible functions.
- Ensure investigations, root-cause analyses and customer communications are coordinated and completed within agreed timelines.
- Maintain clear ownership, action tracking, and communication throughout the resolution process.
- Identify recurring issues and convert customer feedback and case insights into improvement initiatives across the account and relevant product portfolio.

5. Customer Success, Training, and Adoption

- Develop and coordinate customer success plans that support product adoption, operational performance, service quality, and long-term customer value.
- Design and deliver, or coordinate, advanced technical and operational training based on identified customer needs.
- Support customer teams in improving product usability, process understanding, troubleshooting capability, and self-sufficiency.
- Integrate training, knowledge transfer, and change enablement into relevant customer projects and account plans.
- Measure the effectiveness of training and solution implementation and adjust activities based on customer feedback and business outcomes.

7. Cross-Functional Collaboration and Influence

- Build effective working relationships across the company and lead cross-functional collaboration for major customer priorities.
- Establish clear ownership, roles, responsibilities, and timelines for customer-related actions and projects.
- Influence stakeholders and drive accountability in a matrix organization, including where there is no direct reporting relationship.
- Facilitate alignment between customer expectations and internal capabilities, priorities, and constraints.
- Represent the voice of the customer internally and ensure customer insights inform service, product, quality, and business improvements.
- Promote a customer-centric, collaborative, and solution-oriented culture.

8. Performance Management, Reporting, and Governance

- Establish and monitor account and customer service KPIs, such as customer satisfaction, NPS or CSAT where applicable, case cycle time, complaint closure, project milestone achievement, customer visits, solution adoption, retention, and business growth.
- Prepare customer account reviews, executive dashboards, project updates, and management reports.
- Translate customer and performance data into clear insights, priorities, and action plans.
- Maintain accurate account plans, project plans, risk registers, action logs, decision records, complaint records, and other relevant documentation.
- Conduct regular account and project reviews to assess progress, risks, customer sentiment, value realization, and next steps .
- Use customer feedback, operational data, and case trends to drive continuous improvement.

9. Compliance, Quality, Risk, and Safety

- Ensure customer engagement, technical service, project execution, and solution implementation comply with applicable regulatory, quality, safety, and corporate standards.
- Integrate quality, compliance, and safety requirements into account plans, customer projects, training activities, and issue resolution.
- Apply risk-based decision-making when managing complex, multi-product, and customer-facing situations.
- Ensure appropriate documentation, approvals, escalation, and communication are completed in accordance with relevant requirements.
- Promote a strong quality and safety culture among internal teams, customers, and project stakeholders.

Who You Are

- Education

- Master’s degree or above in Biochemistry, Biotechnology, Pharmaceutical Sciences, Engineering, or a related field.

- Experience

- At least 8 years of experience in pharmaceutical, biotechnology, bioprocessing, process solutions, technical service, customer success, commercial, operations, or a related industry.
- Proven experience managing strategic or major customer accounts in a technical, operational, commercial, or customer-facing environment.
- Demonstrated ability to build trusted relationships with customers and manage complex stakeholder networks.
- Experience leading customer-facing projects, implementations, improvement initiatives, technical escalations, investigations, or service programs.
- Experience coordinating cross-functional teams in a matrix organization.
- Experience in pharmaceutical or biopharmaceutical manufacturing, process development, or related technical environments is preferred.

- Skills

- Strong strategic account management, customer relationship management, and business development skills.
- Ability to understand complex customer requirements and translate them into practical solutions and actionable plans.
- Excellent problem-solving, prioritization, negotiation, and decision-making skills.
- Strong executive communication, facilitation, and formal presentation skills.
- Excellent written and spoken English; Chinese communication skills appropriate for customer and internal stakeholder engagement.
- Ability to manage competing priorities, complex escalations, and changing customer requirements.
- Proficiency in customer relationship management, project tracking, reporting, and data analysis tools.
- Ability and willingness to travel as required.

- Preferred Qualifications

- Experience with strategic account planning, customer governance, or key account programs.
- Experience with customer implementation, operational excellence, continuous improvement, or change enablement.
- Knowledge of bioprocessing, pharmaceutical manufacturing processes, or related

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!