Customer Quality Support

Spherical Search; Granville; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Spherical Search is seeking a Customer Quality Support professional for our Granville and Brécey sites in France. The role combines customer quality assurance with technical support and audit management, serving as the main client contact on quality matters.

The ideal candidate has a Bac+5 level degree with 2+ years in customer-facing roles; experience in pharmaceutical manufacturing quality is a plus. The position requires strong cross-functional teamwork and a proactive, analytical mindset.

Qualifications

• Master's degree (Bac +5) or equivalent.
• ota Experience in customer support/customer-facing roles preferred.

Responsabilités

• Manage customer audits, specifications and inquiries for Granville and Brécey sites.
• Act as main contact for quality matters and basic technical questions on existing products.
• Monitor quality and technical support KPIs and prepare sections for reviews.
• Build partnerships with internal departments and external customers.
• Communicate Voice of the Customer and market trends; propose improvements.
• Develop and manage relationships with customer contacts for collaboration.

Connaissances

Customer QA

Audits

Technical support

Cross-functional

Communication

Formation

Master's degree

Outils

CRM software

Description du poste

Spherical Search has recently partnered with an industry-leading manufacturer of Injectable Components for the Pharma & BioTech space, and we are looking for a Customer Quality Support professional.

Main Purpose of the Role

The role requires an experienced professional (typically at least 2 years within the company, or engineers/managers with more than 3 years of experience).

Responsibilities Include:

• Managing customer audits, customer specifications, and various customer inquiries for the Granville and Brécey production sites.
• Acting as the main point of contact for assigned customers regarding quality matters and basic technical questions relating to existing products.
• Monitoring quality and technical support KPIs for assigned customers and preparing quality and technical support sections for customer review meetings.
• Building partnership relationships with internal departments and external customers.
• Communicating the Voice of the Customer, customer feedback, and market trends to the organization, and proposing improvement actions.
• Developing and managing relationships with customer contacts to ensure effective collaboration on quality and technical matters.
• Identifying and prioritizing issues and contributing to their resolution to ensure customer satisfaction while complying with quality standards and applicable regulatory requirements.

Quality Responsibilities

• Coordinate reviews of customer specifications and requirements and act as one of the company's quality representatives during approval processes.
• Coordinate customer quality audits and site visits and ensure follow-up of agreed actions.
• Serve as the customer contact for change management activities.

Technical Responsibilities

• Respond to customer technical inquiries regarding existing products using available documentation.
• Contribute to the development of technical proposals tailored to customer needs, including product recommendations.
• Support commercial teams in defining customer requirements for submission to the Project Approval Committee (PPA), promoting standard solutions and challenging customer requirements when appropriate.
• For standard products, manage communication of technical information needed by customers during evaluation, qualification, registration, and production launch phases using existing technical documentation.
• Manage technical relationships with customers and sales teams to ensure qualification of existing products.

Reporting & Information Management

• Track quality indicators for assigned customers and prepare quality sections for customer review meetings.
• Report customer feedback, market trends, and customer expectations to the organization and propose improvement actions to reduce gaps between the organization's capabilities and customer quality expectations.
• Use established processes and tools for customer quality and technical support management to ensure consistency and efficiency of activities and to maintain and improve customer relationships.
• Maintain records and documentation related to managed topics and ensure archiving according to procedures.

Customer Relations

• Participate in customer meetings both on-site and off-site.
• Build partnership relationships with external customers and internal departments.
• Promote and demonstrate a customer-focused culture.

Additional Responsibilities

• Proactively suggest improvements to Quality & Technical Support activities.
• Communicate internal information effectively.
• Comply with and promote the Group Values and Code of Conduct.
• Support managers in implementing Health, Safety, Environment (HSE) and Quality culture.
• Analytical mindset
• Leadership
• Dynamic and proactive approach
• Ability to work in cross-functional teams
• Self-motivated and autonomous
• Methodical approach
• Problem-solving ability

Education & Experience

Master's degree (Bac +5) or equivalent.

Experience in customer support/customer-facing roles preferred.

Key Internal Contacts

• Technical Center
• Customer Regulatory Affairs Department

Nature of interactions:

Influence and collaboration across functions.

Management Responsibility

This is essentially a senior customer-facing quality and technical support role that combines:

• Customer Quality Assurance
• Technical Product Support
• Audit Management
• Customer Relationship Management
• Cross-functional Project Coordination

It would typically fit someone with experience in Quality Assurance, Pharmaceutical/Medical Device Manufacturing, Technical Customer Support, or Regulatory/Quality Operations.