Product Technical Support Specialist- Kingston ON

Canada, Kingston

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

The Product Technical Support Specialist will be an integral part of the Sustaining Engineering team, which is focused on sustaining and improving the design of our products through the product life-cycle. You will be working on cutting-edge biopharma industry product(s). The Cocoon® Platform is an automated, scalable, and functionally closed-process cell therapy manufacturing platform. The Cocoon® Platform is used to manufacture multiple types of cell therapy with applications in oncology (i.e. CAR-T), regenerative medicine (i.e. HSCs, MSCs) and tissue engineering (i.e. orthopedics).

This role will be responsible for triaging product opportunities that are encountered pre-release (during manufacturing), and post-release (with customers, both externally and internally ). The Product Technical Support Specialist will be required to have a deep understanding of the opportunities such that they can gather important information and facilitate root cause analysis in a cross functional team environment. Our products include complex integrated systems, and this role will operate at the intersection of many disciplines, including electrical, mechanical, software, and even biology.

Key responsibilities:

  • Provide support  to product users (internal and external) and engineering teams through response to opportunities identified in the product design (manufacturability, product cost reduction, user experience):
    • Collection and triage of software logs – run queries, debug, and troubleshoot
    • Methodical virtual and  hands-on troubleshooting, using measurement techniques and designing further experiments as required
    • Data and statistical analysis
    • Root cause identification, analysis, recommendation for Corrective and Preventative actions
    • Tenacity in identifying the root cause of highly integrated and complex issues
  • Recognize the opportunities in current procedures/processes and then actively participate with the affected groups to develop mechanisms that address them
  • Monitor relevant data and metrics on products opportunities (current and historical). Recognize patterns and trends utilizing appropriate statistical methods.
  • Drive to solutions in collaboration with appropriate subject matter experts through recommendations to product design or process changes
  • Gain a deep technical understanding of product functions, design, build process, and use procedures
  • Document technical pursuits and experiments as necessary within the Quality Management System
  • Perform issue identification and corrective actions as necessary within the Quality Management System, following procedures for handling non-conformances, customer complaints, engineering change, etc.
  • Communicate clearly and appropriately with stakeholders, internal to the company, and directly with customers

Key requirements:

  • Bachelor’s degree in an engineering discipline such as  Electrical, Systems, Mechanical, Software, Chemical, Biomedical, Mechatronics or similar path of study; Master’s degree a plus
  • PMP and/or PEng a strong plus
  • Experience working in medical device or product design/manufacture field
  • Experience in a technical support/ quality managed environment
  • Integrated systems and embedded systems experience
  • Knowledge of control systems, such as motor control and temperature control, etc
  • Software programming skills
  • Ability to read and understand software code and familiarity with databases
  • Ability to query database information
  • Familiarity with manufacturing techniques, such as machining, surface finishing, 3D printing, assembly, etc
  • Familiarity with electrical safety standards such as IEC 61010 or 60601 would be an asset
  • Root cause analysis techniques
  • Ability to work in GMP environments
  • Comfortable manipulating devices and using measurement tools through hands-on techniques
  • Clear and thorough technical documentation skills
  • Highly adaptable in environment with changing demands, deadlines and priorities

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law. 

Reference: R45227