QA Engineer
Today Lonza is a global leader in life sciences. 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.
Lonza’s Capsules & Health Ingredients business is the trusted partner for innovative products, including capsules and health ingredients, customization services and end-to-end dosage form solutions for pharmaceutical and nutraceutical companies.
For our site in Colmar (~350 employees), we have an open position for a QA engineer. In this role, you will be responsible of the follow up of all quality related questions raised by our customers . You will work closely with the manufacturing, maintenance, R&D and the quality organization to safeguard high product and service quality level according to customer expectations.
Key responsibilities:
- Act as a single point of contact for customer in his/her portfolio for quality related questions
- Soliciting necessary feedback from customers via personal contacts, sales force, Customer Service representatives and the customer experience survey program
- Performs detailed root cause analysis related to customers complaints, defines and supports implementation of CAPAs and communicates results back to the customers.
- Escalates critical quality issues reported by customers to management
- Resolving customer’s quality-related issues in an adequate and timely manner
- Turning problems into opportunities and seek continuously for customized solutions and added value
- Translates opportunities into action programs for increasing customer satisfaction and actively supports realization of such action programs
- Coordinates and leads customer audits and assists to customer visits.
- Ensures appropriate actions are taken as necessary to address customer feedback during audits.
- Actively represents quality from a customer’s standpoint during quality and inter-department meetings and discussions
- Coordinates Customer specifications, questionnaires and quality agreements
- Promotes a quality mindset and works closely with operations and other departments in identifying and supporting continuous improvement opportunities.
- Ensures that the voice of customer is effectively communicated throughout the organization and effectively translated into tangible continuous improvement actions.
- Provides support during internal audits, when needed.
- Guides and supports sales and marketing to increase customer’s satisfaction:
- Advises customers for technical items / gives training
- Trains salesforce and Customer Service group on technical and product quality topics
- Actively supports sales teams in challenging sales areas
- Supports internal QA activities as needed including but not limited to providing input on the final product release to the market.
- Steers reduction of operational cost without compromising quality
- Performs other duties that are aligned with the incumbent’s skills, experience and competencies as assigned
Key requirements:
- Master`s degree in natural /food science, in engineering, biotechnology or equivalent.
- Experience in quality engineering, preferably within a customer-facing role: experience in addressing and resolving customer complaints or inquiries, ideally in the food or pharma industry
- Knowledge of basic GMP regulations, as well as food safety rules and ISO 9001.
- Strong analytical skills and structured approach to problem solving. Knowledge of quality tools and methodologies is preferred.
- Excellent communication skills as you will be interacting with customers where you need to effectively understand their concerns and provide clear and concise responses
- Having a continuous improvement mindset : ability to proactively identify opportunities for improvement of customer satisfaction
- Adaptability and Resilience: ability to work in a fast-paced environment, adapt to changing priorities, and handle potentially challenging customer situations with professionalism and resilience is crucial.
- Experience in the use of SAP, Minitab would be preferred and good knowledge of MS Office is key
- Fluent written and oral communication in French and English, other language is a plus.
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.