Job Description

Mission

Serve as the primary technical and quality liaison for customers, delivering best-in-class support across products and processes. Proactively address technical concerns, guide customers on product performance and compliance, and drive continuous improvement. Collaborate cross-functionally with internal teams including Quality, Production, R&D, Project Management, and Sales to ensure timely, effective resolution of customer needs. Build strong, trust-based relationships by ensuring customer requirements are accurately identified, prioritized, and resolved in alignment with company standards, regulations, and policies.

Key Responsibilities

Pre- and Post-Sales Support

• Act as the single point of contact for technical and quality-related customer inquiries, ensuring timely follow-ups and exceptional service.
• Support the negotiation of technical and quality agreements in coordination with relevant internal stakeholders, balancing customer needs with operational efficiency and standardization.
• Provide structured feedback from customers to Commercial, Operations, R&D, and other teams to enhance service delivery and inform decision-making.

Customer Support & Operational Processes

• Coordinate with internal teams to ensure prompt delivery of technical documentation, specifications, reports, and responses to pre- and post-sales inquiries.
• Ensure a consistent, systematic approach to daily customer support activities — tracking requests, updating internal systems, monitoring service levels, and supporting corrective actions as needed.

Knowledge Management & Best Practices

• Develop and share best practices and guidelines to enhance internal communication and anticipate customer needs, ensuring alignment with relevant standards and regulations.
• Help maintain an organized, accessible document repository for technical and quality documentation, enabling efficient knowledge sharing across teams.
• Participate in customer audits alongside internal teams, ensuring corrective and preventive actions (CAPAs) meet customer expectations and enhance service quality.

Monitoring & Reporting

• Prepare analytical reports to monitor trends, performance metrics, and issue resolution (by type, complexity, response time, etc.).
• Use customer feedback and market insights to support strategic decisions, drive process improvements, and optimize KPIs related to technical and quality performance.

Relationship Management

• Conduct customer visits and plant surveys to support issue resolution and strengthen relationships.
• Engage regularly with internal stakeholders and leadership to align on technical and quality priorities, facilitate communication, and support cross-functional collaboration.

Key Competencies

• Strong technical acumen and problem-solving skills
• Excellent communication and interpersonal abilities
• Ability to manage complex projects and customer expectations
• Detail-oriented with a focus on quality and compliance
• Proficient in cross-functional collaboration and process improvement

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