Position Summary
Provide technical, client and business line support to the Americas region and global business line as it relates to technical services, support, strategy, new product development, global processes, capacity planning and/or technical governance to maintain and enhance technical leadership.
Objective
Actively seek out opportunities for potential new products and revenue sources through expansion of current services, new service development and as a response to customer inquiries. Monitor, develop, and manage technical aspects of regulatory related services executed globally on behalf of Americas’ region customers
Major Roles & Responsibilities
- Maintain awareness of industry best practices/standards and provide technical insight to clients and colleagues in areas of focus and consumer products. Share technical opinions, interpretations and recommendations with colleagues and customers
- Adhere to the requirements of the BV-CPS Quality System, assist in the development, maintenance and improvement of internal quality systems and technical services processes for the appropriate service line (AN, HL, SL, TY or EL)
- Respond to technical questions from the Tech Inquiry Mailbox in a timely, accurate and informative manner
- Draft and/or Develop internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line
- Hold membership in one or more relevant organization(s)
- Develop and conduct technical training sessions in the Americas region to internal and external individuals related to Technical Services. Coordinate with other regional team members for global consistency
- Develop an understanding of clients’ needs and expectations and assist in matching them to BV’s testing offerings
- Proactively monitor customer inquiries to recognize patterns of service requests that may currently fall outside the scope of BV services. Record and evaluate these opportunities.
- Review customer feedback on current market trends and concerns and relay information to group
- Monitors changes in regional regulations or industry standards and work with others in the assigned service lines to update or develop new testing methodology to ensure compliance with regional regulations or industry standards
- Support the effective and timely resolution of technical issues and problems related to the region whether internal, among sites, or client based
- Actively participate and execute in all Global Processes and proactively provide input for continuous improvement
- Assist in improving client satisfaction by working with and through the Lab Managers/Directors and Business Development teams– working with existing systems to monitor, measure, and improve issues related to client satisfaction with Americas locations