Technical Support Professional - Remote

As the Technical Support Professional, you will be responsible for providing expert technical support to customers and field engineering teams for specific products by coordinating with relevant internal stakeholders. In this role, you will provide technical (hardware / software / process / application) expertise to customers and the field engineering team. The goal is to ensure all field technical queries and problems are satisfactorily addressed in alignment with the existing customer service levels. The ideal candidate will reside within the Eastern Time Zone or a nearby time zone with minimal overlap.

What you will accomplish together with us:

• Manage the resolution of all product-related problems where solutions do not already exist.

• Liaise with internal stakeholders on requests that cannot be solved within the realm of technical support to ensure aligned communication and identification of business or development opportunities.

• Assist and guide customers on support requests and proactively identify areas for potential improvement, in a way that suits the customer.

• Maintain accurate configuration control records for the field installed base on the company network Develop performance metrics and monitor the performance of allocated equipment in the field.

• Build and maintain a product-based knowledge database of essential information for allocated products and actively advertise and share this knowledge with appropriate personnel both internally and externally.

• Minimize risk and contribute to competence sharing by training colleagues on products and related systems, e.g. licensing and delivery, to ensure awareness of product related problems and solutions.

• Organize field retrofit and upgrade programs as required to maintain / improve safety or functional specification Develop new services and upgrades around allocated products.

• Assist in the writing / editing of technical manuals for equipment operation and maintenance Review technical documentation on a regular basis.

• Lead relationships with internal groups, providing feedback to product engineering and management on matters relating to the field performance.

What will convince us:

• Education: Bachelor's or Master's degree in chemical engineering, Biotechnology, Statistics, Data Science, or a related field.

• 3+ years' experience in process development, manufacturing, or data analysis within the biopharmaceutical or related industry.

• Demonstrated expertise in using SIMCA and MODDE software for MVDA and DOE.

• Statistical Knowledge: Strong understanding of statistical methodologies, including multivariate data analysis, design of experiments, and process control techniques.

• Problem-Solving: Excellent analytical and problem-solving skills with a data-driven approach.

• Communication: Strong verbal and written communication skills to effectively collaborate with cross-functional teams and present technical findings.

• Programming (Optional but beneficial): Familiarity with scripting languages like Python or R for automating workflows or custom analyses within SIMCA. 

We value:

• Experience with other statistical software packages (e.g., JMP, SAS).

• Familiarity with regulatory requirements and industry guidance (e.g., FDA, QbD) for pharmaceutical manufacturing.

• Hands-on experience with manufacturing execution systems (MES) or process historians.

• Ability to work independently and as part of a collaborative team. 

• Identification with our core values: Sustainability, Openness, Enjoyment

Salary range is $95,000-$115,000, depending on qualifications and experience.

What We Offer

As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of benefits:
Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, de