Technical Service Coordinator

The Technical Service Coordinator serves as a liaison between Customer Service Representatives (CSR), Sales, Quality, Operations, and Engineering to support medical sterile packaging products and converting operations. This role coordinates technical activities throughout the product lifecycle, including new product introduction, customer specification changes, validation support, complaint investigations, and continuous improvements initiatives. Success in this role requires strong attention to detail, accuracy, and the ability to perform repetitive tasks with minimal errors.

This position ensures customer requirements are accurately translated into manufacturing specifications while maintaining compliance with ISO 13485, ISO 11607, GMP, internal quality systems, and customer-specific requirements. A strong understanding of purchase orders and forecasting is required.

Customer Technical Support

• Serve as the primary technical contact for assigned customers.
• Interpret customer drawings, specifications, and quality requirements.
• Respond to technical inquiries related to sterile barrier systems, pouch and header bag design, material selection, and package performance.
• Support customer audits, technical reviews, and business meetings.
• Coordinate resolution of customer concerns and technical issues.
• Support CSR, scheduling, and purchasing teams to ensure orders and jobs are entered accurately and on time. Provide backup support for scheduling and purchasing activities as needed.

Product & Process Coordination

• Work closely with Operations and Engineering to ensure order specifications and product revisions align with approved product documentation.
• Review and process new product requests and engineering changes.
• Coordinate the creation, revision, and obsolescence of required product documentation within IQMS throughout the product lifecycle, including:
  • Product specifications
  • Drawings
  • Bills of material
  • Routing instructions
  • Work instructions.
• Ensure manufacturing requirements align with customer specifications.
• Support implementation of new materials, equipment, and processes.
• Coordinate validation activities and engineering work orders.
• Track and trend data related to customer response time, specification updates, product quality, and production performance.
• Support continuous improvement initiatives.

Quality & Regulatory Compliance

• Ensure documentation is complete, accurate, and audit-ready.
• Develop and maintain knowledge of applicable ISO  standards and validation requirements.
• Support compliance with ISO 13485, ISO 11607, FDA Quality System requirements, and GMP practices.
• Assist with nonconformance investigations and CAPA activities.

Sterile Packaging Technical Expertise

• Maintain technical knowledge of:
  • Tyvek^® materials and medical-grade papers
  • PE and co-extruded films
  • Header bags
  • Pouches
  • Rollstock
  • Heat-sealing technologies

Safety

• Responsible for understanding and complying with all SPG and Dupont safety policies and procedures.

Responsible for recognizing and reporting safety hazards and early reporting of work-related pain/injury.

• Associate's or Bachelor's degree preferred.
• Minimum of 5 years of experience working with ERP systems such as IQMS, or an advanced degree with at least 3 years of relevant experience.

Experience in a converting or flexible packaging manufacturing environment preferred.

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, Project, IQMS, and other business or database applications as required.
• Ability to maintain confidentiality and appropriately protect sensitive information and documents.
• Self-motivated with a hands-on approach to problem-solving and process improvement.
• Strong communication and interpersonal skills, with the ability to effectively interact with and influence employees, customers, and stakeholders at all levels.
• Excellent organizational, analytical, critical-thinking, and decision-making skills.
• Ability to manage multiple priorities, adapt to changing demands, and complete tasks within tight deadlines.
• Ability to build and maintain effective working relationships with individuals from diverse backgrounds.
• Ability to work independently with limited supervision and direction.
• Ability to remain in a stationary position for approximately 75% of the workday.

Ability to occasionally lift up to 20 pounds.