Key Responsibilities

• Provide technical support to customers regarding quality-related issues in collaboration with the support team. Address inquiries, complaints, and feedback promptly and professionally.
• Investigate and resolve quality issues reported by customers or identified during inspections. Conduct root cause analysis and implement corrective actions to prevent recurrence.
• Maintain detailed records of quality issues, investigations, and resolutions. Prepare reports and documentation for internal and external stakeholders.
• Work closely with cross-functional teams, including Production, Engineering, Service, Support, Sales, Product Management, Product Development, and Customer Service, to address quality concerns and improve product quality.
• Identify opportunities for process improvements and implement changes to enhance product quality and customer satisfaction.
• Provide training and support to customers and internal teams on quality standards, complaint management, and procedures.
• Gather and analyze customer feedback to identify trends and areas for improvement in product quality and service delivery.
• Prepare and present quality reports to management, highlighting key issues, resolutions, and improvement strategies.
• Engage directly with customers to clarify queries, align requirements, and ensure timely resolution of issues.

Qualifications & Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related technical discipline.
• Experience: Minimum 3–5 years in software support, complaint management, or quality-related roles, preferably in a regulated industry.
• Technical Competencies:
  • Hands-on experience with Azure DevOps (or similar tools) for issue tracking and reporting.
  • Strong background in software complaint management processes.
  • Proficiency in root cause analysis, conflict analysis, and CAPA implementation.
  • Basic knowledge of SQL, scripting, or programming for troubleshooting and data analysis.
• Regulatory & Quality Awareness:
  • Familiarity with GMP, 21 CFR Part 11, and ISO quality standards (awareness level sufficient).
  • Exposure to pharmaceutical or life sciences regulatory environments is a plus.
• Customer & Collaboration Skills:
  • Strong experience in managing customer queries, complaints, and escalations.
  • Proven ability to coordinate effectively with internal teams to align on solutions.
  • Excellent communication and presentation skills, both written and verbal.
• Soft Skills:
  • Analytical and detail-oriented with a problem-solving mindset.
  • Adaptable and proactive in managing multiple priorities.
  • Customer-first approach with strong interpersonal skills.