Manage strategic customer quality facing processes for General Sales customers in South East Asia (SEA) and Taiwan.
Manage from a Quality perspective the global relationship with customers (General Sales) for South East Asia and Taiwan.
Liaison between Sartorius and customers on regional basis :
Coordinate the customer complaint process (from the receipt of the complaint to its closure). Quality communication interface between customer and Sartorius.
Lead critical and complex customer complaints according to 8D methodology if required. Lead the investigation from containment action definition up to effectiveness check and lessons learned;
coordinate global and local resources / teams.
Drive the escalation process for critical complaints in order to assign appropriate resources and manage communication / coordinate actions internally and with customer.
Participate in investigations at customer’s site for critical situations and support customer in closing investigations along with the appropriate action plans.
Be the single point of entry and drive and coordinate all quality related topics : specifications, statements, questionnaires, customer initiatives, etc.
Facilitate interactions with Key Accounts at local level (e.g. participate in Supplier Relationship Management meetings, liaise with customers when requested by the Customer Quality Specialist responsible for the Key Account and facilitate activities for local complaint process).
Any other adhoc project or tasks as assigned by superior.
Bachelor degree in Science, Engineering or Pharmacy or a long-term professional experience in related fields.
A minimum of 5+ years progressive Industry experience (desired : pharmaceutical, medical device or biotechnology).
Master in 8D methodology and FMEA / Risk Analysis, with consideration of all compliance aspects.
Minimum Six Sigma Green Belt.
Experience in regulated industries and strong knowledge of Quality Systems practices and related regulations.
Previous experience in customer related processes (mandatory).
Ability to construct a strong relationship with all relevant stakeholders (internal and external).
Strong negotiation and leadership skills.
High personal initiative and strong ability to motivate self and others.
Ability to work with multi-cultural teams.
Excellent communication and presentation skills.
Fluent in English.
Desired experience with software Quality System management tools.
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