Technical Service Specialist (Bioprocessing, 신입 가능, 12개월 계약직)

여러분만의 특별한 재능으로 머크와 함께 마법을 펼쳐보세요!
커리어 여정을 계속해서 탐험하고, 발견하고, 도전할 준비가 되셨나요? 커리어에 대한 열정으로 가득한 여러분처럼, 머크도 거대한 포부로 가득하답니다! 머크의 전 세계에 있는 구성원들은 과학 기술의 혁신으로 헬스케어, 생명과학, 그리고 전자소재 부문에서 사람들의 삶을 풍요롭게 만들고 있습니다. 머크의 구성원들은 한마음이 되어 고객, 환자, 인류, 더 나아가 지구의 지속 가능함을 위해 힘쓰고 있습니다. 그것이 바로 머크가 호기심 가득한 인재를 원하는 이유랍니다, 호기심은 모든 것을 상상할 수 있게 만드는 원동력이니까요.
Your Role
As a Technical Service Specialist, you are responsible for delivering high-quality technical and quality support across the Process Solutions portfolio. You act as the primary technical interface to customers, ensuring timely, accurate, and value-driven responses to inquiries and quality matters.
You contribute to customer satisfaction, operational excellence, and business growth by combining strong technical expertise with customer-centric communication and cross-functional collaboration.
1.Customer Technical Support & Application Expertise
Serve as the primary point of contact for customer technical and quality inquiries across the bioprocess portfolio (Cell Culture, Clarification, Chromatography, TFF, Sterile Filtration, Gas Filtration, Single Use Systems, APIs & Excipients).
Provide product recommendations, specification clarifications, and application-level guidance.
Conduct technical visits to customer sites to support troubleshooting and process optimization.
Support complex or escalated technical discussions in collaboration with senior TS members or global SMEs.
Deliver technical presentations and customer training sessions as required.
2. Quality Complaint Management & Customer Advocacy
Manage customer quality complaints using Electronic Quality Systems (e.g., TrackWise).
Act as customer advocate during internal investigations, ensuring transparent and timely communication.
Support root cause analysis, corrective actions, and follow-up discussions with customers.
Contribute to improving complaint cycle time and response quality.
3. Cross-Functional Collaboration
Partner with Sales, Customer Application, Quality, Supply Chain, and Manufacturing sites to resolve inquiries effectively.
Support commercial teams by providing technical insights and participating in customer meetings.
Contribute to lead identification through technical engagement.
Ensure alignment between customer expectations and internal capabilities.
4. Operational Excellence & System Utilization
Manage and document inquiries through Salesforce CRM.
Maintain accurate case documentation and tracking.
Contribute to process improvements in inquiry and complaint handling workflows.
Ensure compliance with internal SOPs and regulatory standards.
5. Continuous Learning & Capability Development
Develop strong understanding of end-to-end biopharmaceutical manufacturing processes.