Associate Technical Client Manager, Pharmaceutical Testing
SGS North America Inc.

Lincolnshire, Illinois

Posted in Consultancy


Job Info


Company Description

SGS is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With over 97,000 employees in 130 countries and operating a network of more than 2,400 offices and laboratories, we provide services to almost every industry by assuring quality and safety of products and services.

Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

Job Description

Summary

  • The Associate Technical Client Manager will act as a liaison between select major clients and the laboratory as follows: prepare and oversee the preparation and submittal of responses to smaller project quotes. Collaborate with clients and business development team to schedule teleconferences and face-to-face meetings as needed, run meetings, and generate agendas and meeting minutes for project scoping and quoting purposes. You will give clients technical support and advice where needed to maintain high customer satisfaction that we are the preferred service provider.
Job Functions
  • Respond to enquiries (phone, Web, e-mail enquiries) on complex jobs; provide information to clients and record details in request tracking tool as appropriate
  • Provide information to sales on client activity
  • Provide Technical Support for the Business Development Team
  • Work with operations and sales to the scope and prepare client proposals for project work and forward these proposals to appropriate sales staff
  • Quotes will be prepared and sent directly to the customer within 5 business days
  • Follow-up with clients within 2 business days of issuing quote to ensure proposal has been delivered and is understood
  • Upon receipt of signed quote or contract ensure that operations are notified of incoming samples
  • For larger projects take part in the client kick-off meeting with the goal of handing over the project management to a project manager once the samples are in-house
  • Conduct all follow up with customers to ensure receipt of samples as per contract
  • Understand the needs of the client and communicate this information to the project manager and operational staff
  • Handle all daily client interactions regarding project requirements and activities before samples arrive
  • Act as the voice of the customer in the lab and manage business-related complaints relating to Service Quality from enquiry to payment received
  • Ensure all sample/documentation/methodology related issues are resolved with the client prior to booking the sample(s) for testing
  • Actively review compendial and client methods in conjunction with appropriate department managers to document: timelines, supplies, sample amount required prior to issuing quotes
  • Stay on top of regulatory changes and trends to ensure we are currently in our approach for our clients and initiate communication to alert internal & external stakeholders of change that impact what we do and how we do it
  • Develop engaging proposals and templates for future use that meet client requirements including details of what SGS will do /not do in response to enquiries
  • Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner
  • When any significant new opportunity with a client is identified, pass this to the business development group so as to ensure the development of this opportunity
  • Mentor Client Services Associates when needed
  • Provide backup for Client Service Associates when needed
  • Where involved, comply with regulatory requirements to support GMP, GLP & ISO standards


Qualifications


Education and Experience
  • Bachelor's degree in Pharmacy, Biotechnology, Biology, Chemistry, or related science (Required)
  • 3+ years experience working as a scientist in a lab environment or equivalent (Required)
  • 2+ years experience in a customer/client contact position preferred (Preferred)
Licenses and Certifications
  • N/A
Knowledge, Skills and Abilities
  • Thorough knowledge of Regulatory Affairs and Pharmaceutical development with emphasis on CMC
  • Strong negotiation, communication, customer relation, and interpersonal skills
  • Self-starter with an entrepreneurial attitude
  • The incumbent must be capable of multi-tasking in order to meet the required sample turn-around time and client satisfaction while working together with the Laboratory Managers on a regular basis
  • Must be able to read, understand and follow work instructions in a safe, accurate and timely manner
  • Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment
  • Candidates must demonstrate excellent verbal and written communication skills including grammar and composition
  • Ability to work well with others & independently
  • Proven time management skills and strong attention to detail
  • Works well under pressure
Computer Skills
  • Candidates must be proficient in using various types of computer software (Word, Excel. PowerPoint & Outlook)
Physical Demands of the Job
  • Stand: Occasionally
  • Move or traverse: None
  • Sit: Constantly
  • Use hands: Occasionally
  • Reach with hands and arms: Occasionally
  • Climb or balance: None
  • Stoop, kneel, crouch or crawl: None
  • Talk/hear: Frequently
  • Taste/Smell: None
  • Lift/carry/push or pull: None




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