Technical Support Specialist [China]

 

J Job Content
Key Areas of Accountability / Responsibility:

• Provide regional technical/regulatory/quality assistance to both partners and end users with respect to the processing and use of applicable biomaterials and technologies including the development of expertise in device component manufacturing processes used in the production of medical device prototypes and parts.
• Serves as a regional engineering interface between R&D/Innovation and China team.
• Serves as a regional regulatory interface between RAQA and China team, proactively engages with RAQA in regulatory strategy implementation in China.
• Technical interface between the product line and the partner. Supports Commercial Development Managers in building structural partnerships with our customers.
• Capture and develop all the 'know-how' and 'show-how' related to our products, competitive and complimentary products, hybrids, and processing conditions.
• Responsible for the technical support of the biomaterials in China.
• Responsible for resolution of customer issues and finds creative ways to solve customer issues.
• Works closely with the Commercial Development Managers (CDMs) and is responsible for the successful implementation of the biomaterials/technology in new accounts.
• Execute technology transfer projects or specific customer set up.
• Provides ongoing technical/regulatory/quality support to existing business.
• Support with new technical 'know how' and contact point with the customer during complex application issues as needed.
• Monitor quality of products, including fit for use in the customer application as well handling technical side of customer complaints.
• Proactively engages with the CDMS, Biomaterials Manager/Director, and Marketing Manager/Director for commercial alignment.
• Proactively engages with all pertinent multi-functional teams as need for the success of commercial goals attainment.

• Provides inputs to business/marketing/account plan in terms of technical developments and analysis and relevant end-user market developments/trends. Actively investigates and deeply

• Provide inputs to the Commercial Development Managers/Product Directors/Marketing Managers/ Regulatory affair specialists to translate assigned technologies' trends, China NMPA regulations' trends and partner specifications to product/application development projects.
• Provide inputs to the Commercial Development Managers/Product Directors/Marketing Manager on the technical part of the value proposition for the various applications.Acquire market (customers/suppliers/end users) and competitor information and relevant trends to improve our products and processing of these product s.
• Set up and maintain technical database (competitor information, technical information of applications). Know competitors' offerings and value propositions. Know products and services. Provide trainings to China Commercial Development Managers on technical products and applications knowhow. Know the characteristics and value propositions of (new) products.
• Provide technical supports for Biomedical China marketing communication.
• Provides technical and content information on seminars/conferences and trade shows and holds presentations at conferences.

Knowledge and Educational Level

• BSc/MSc science or technology or equivalent (chemistry, material science, polymer chemistry, chemical engineering, biomaterials) or equivalent.
• Strong knowledge in field of technical/scientific expertise, may have knowledge in multiple DSM Biomedical technologies
• Track record of customer engagement, supporting commercial partnerships
• Advanced project management skills
• English language fluently spoken and written
• Know of operation context of medical (device) industry in regards to Quality Systems (e.g. ISO 13485) and regulatory issues.

Required Level of Experience

• Professional BSc or second step Academic with strong experience (min. 5 years) in multi-disciplinary, Quality Systems-governed working environment, highly preferably obtained in medical device.
• Proven ability to maintain effective partner relations at project/program level. Customer centric leader, who thoroughly understands partner's needs, establishes privileged relationships and actively influences their innovation and purchasing decisions.
• Relevant business segment and or technical knowledge and experience. May have knowledge and experience in multiple technical areas or business segments. Product and market champion who displays deep knowledge of core and new product portfolio and related solutions, market and competition.
• Credible authority in his/her field of expertise (product & market champion marketing, technical, and or/scientific) able to creatively synthe information into valuable trends and influence industry stakeholders.
• Master and apply key project management techniques, productive, delivers results, is perseverant, well organized and communicates convincingly able to prioritize and focus
• Excellent social and communication skills, has gravitas to interact and connect with customers at all levels strong relationship management skills.
• Good analytical and conceptual capabilities, able to act independently, effective problem solver.
• Team player, who fosters teamwork, leverages and orchestrates other functions with adequate sense of urgency to deliver full value to partners, shares insights with colleagues.

 

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