Technical Customer Support Engineer - NPI Technical Customer Support

We believe our current and future responsibility to society is to develop innovative, value-added products and technologies that improve patient outcomes and healthcare worldwide.

TECHNICAL CUSTOMER SUPPORT ENGINEER (TCSE)
ABOUT THE ROLE: The Technical Customer Support Engineer (TCSE) is a customer facing technical expert who partners with Sales, Engineering, and Quality to deliver reliable and innovative packaging solutions across the product lifecycle. Working with an assigned portfolio of customers and in close coordination with Sales, the TCSE captures customer needs and expectations and translates them into appropriate product solutions. The TCSE supports business development and enhances the overall customer experience by providing consistent technical support throughout customers’ drug and device development programs.

‍HOW YOU WILL CONTRIBUTE (JOB DUTIES)

• Customer projects & developments: perform reviews of customers’ engineering project specifications. Propose product solutions aligned with Nipro strategy. Confirm that associated drawings meet the customers’ specifications.
• Provide the customer technical support from project concept through industrialization. Attend customers Business Review Meetings for technical projects when possible.
• Day-to-day customer support.
• Answer technical and process-related questions.
• Provide on-site customer support when there are processability challenges.
• Make proactive customer visits in coordination with sales.
• Support customer complaints investigations when applicable.
• Deliver technical training to customers (aligned with Nipro product strategy)
• Contribute to Nipro PharmaPackaging Technical Statements.
• Managing technical relationships with key suppliers
• Contributes to the definition of standard specifications, Technical Data Sheets, drawings, quality levels initiatives.
• Contributes to the product strategy definition, based on expertise and capture of market feedback.
• Contributes to the deployment of scientific policy (protocols, articles, and position papers)
• Lead and / or contributes to product studies either internal or customer based
• Promote Continuous Improvement concepts & tools in the application of work practices and projects.
• Follow the 4 C's outlined in the QMS policy - communication, commitment, continuous improvement, and customer satisfaction.
• Exemplifies all safety, health and environment rules, company rules, regulations and ISO procedures and work instructions. Promotes teamwork in all areas
• Perform other duties as assigned.

WHAT YOU BRING TO NIPRO (SKILLS)

• Technical knowledge related to pharmaceutical systems and machinery
• Experience in the pharmaceutical industry, including primary packaging, and ideally, experienced in pharmaceutical project management
• A problem solver with analytical skills
• Reads GD&T drawings
• Proficiency in English both written and spoken, including technical and regulatory vocabulary
• Proficient in Technical and Scientific writing
• Good listening and communication skills, having experience with customer interactions
• Ability to travel frequently (up to 50%), with occasional international assignments.
• Working knowledge of business and quality systems (e.g., Microsoft Office, SAP, Minitab) used to support engineering analysis and customer documentation—not IT support responsibilities.

This is a customer facing engineering role focused on pharmaceutical packaging products and manufacturing processes. It is not an IT, software, or helpdesk position.

NIPRO delivers on its purpose to help all people Live Longer. Live Better.
Our purpose is grounded in care, respect, and a deep commitment to the well-being of every life we touch—patients, partners, and team members. We believe that every colleague at NIPRO plays a vital role in our mission: to push innovation forward, improve patient outcomes, and make world-class healthcare accessible to all. Respect is active and essential at NIPRO - it is our way of working, thinking, and growing together. We promote an environment where people feel safe to contribute, constructive ideas flow freely, and every person is treated with dignity.

Annual salary range: $85,000 to $110,000 Eligible for annual bonus

BENEFITS:

• Cash Incentive Plan: Bonus Eligibility
• Dental, Medical, Vision insurance
• 401(k)
• 401(k) matching with a non-elective contribution based on your combined age and years of service.
• Employer Paid Life Insurance
• Employee assistance program
• Flexible spending account
• Employer Paid Short and Long Term Disability
• Career Advancement
• Paid Time Off EEOV m/f/d/v

We care: We seek commitment. In return, as a company we are also committed to our past, present, and future colleagues.

Salary : $85,000 - $110,000