Specialiste Support Technique H/F - Merck Group

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you've got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your role :

The Technical Service Specialist provides advanced technical and application support to both internal and external stakeholders across EMEA for Process Solutions portfolio. This role is critical in translating customer needs into actionable insights, supporting pre- and post-sales technical activities, and ensuring technical differentiation in the market. By delivering high-quality technical service, the Specialist contributes to customer satisfaction, supports lead generation, and reinforces the company's reputation as a trusted partner in the biopharma industry.

In this role, the Specialist provides first-class technical expertise, addressing product, application, and process inquiries from both internal customers (sales, MSAT, CA, QA) and external clients across the EMEA region. They deliver technical documentation, troubleshooting support, and guidance in accordance with global standards. When it comes to product-related customer complaints, the Specialist manages and follows up on these issues in alignment with quality systems and within the required timelines. Additionally, they participate in customer visits, whether onsite or remotely, as well as audits and in-house tours, thereby supporting business development and fostering strong relationships.

The Specialist also plays a crucial role in business support. They contribute to the qualification and technical validation of leads in collaboration with commercial teams, and assist in the tender, bid, and proposal processes by preparing or validating technical documentation and compliance requirements. By closely collaborating with Franchise teams, Technical Champions, and the global Technical Services network, they ensure alignment with current innovations and portfolio updates.

Regarding internal collaboration and operational excellence, the Specialist actively contributes to achieving Technical Service KPIs, such as lead creation, response time, case closure metrics, and customer satisfaction scores. Their cooperation with cross-functional teams (Sales, Commercial Excellence, MSAT, Field Service, QA) ensures an integrated customer experience and a smooth flow of knowledge. They also ensure that all activities comply with the company's Quality, Safety, Environmental, and Energy Management (SQE&E) standards. Participation in internal training and learning initiatives is essential for maintaining up-to-date technical knowledge and readiness.

Finally, the Specialist is committed to continuous improvement and value creation. They share customer feedback and field insights to aid in portfolio development, identify unmet needs, and support innovation. Their involvement in continuous improvement initiatives, including process optimization and the implementation of digital tools or knowledge management platforms, is vital. Acting in accordance with the company's values, they strive to advance the organization toward excellence. Proficiency with Microsoft Office and customer support platforms, particularly Salesforce.com, is also essential for success in this role.

Who you are:

- Master's degree (or equivalent) in Biotechnology, Biochemical Engineering, Chemistry, or a related Life Sciences discipline
- Professional experience in a technical service, application support, or bio/pharmaceutical industry context is strongly preferred.
- Fluency in French & English (C1 minimum); fluency in a third European language is a strong asset
- Strong technical problem-solving capabilities, customer focus, and ability to explain complex topics clearly
- Excellent communication and interpersonal skills with the ability to thrive in a cross-cultural, matrix environment
- Comfortable managing multiple tasks and priorities in a dynamic, customer-driven organization
- Proficient with Microsoft Office and customer support platforms (Salesforce.com preferred)

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!