Customer Experience Account Manager (CSR Business Unit)

This is a full time onsite role at the Bethlehem, PA facility.

Company Background: 

ABEC is a leading supplier to the biopharmaceutical manufacturing industry. ABEC’s unique value is based on combining long experience with the ability to engineer, design, manufacture, commission, qualify, and service the entire bioprocess to reduce overall cost, shorten time to market, and maximize productivity. ABEC’s products include process and equipment engineering/consulting services, comprehensive site services, bioreactors and fermenters, filtration and chromatography systems, prep and hold systems, and cleaning/sterilization systems. 

Position Summary:

The Customer Experience Account Manager for the CSR (Custom Single Run) Business Unit will provide a clear path of communication for ongoing relationships with active CSR customer accounts. S/he will be responsible for managing customer correspondence and providing technical support and schedule related updates.  This individual will also work with internal ABEC functions to support projects throughout their lifecycle.

Responsibilities:

· Maintain accountability for CSR Accounts within the territory.

· Interpret customer requests and use tools provided, or delegate to appropriate internal resource, to determine solutions.

· Communicate with ABEC Operations and Business Units to support customers. Maintain close working relationships with ABEC personnel to drive activity and results.

· Contribute to active project activities, ensuring technical alignment and execution throughout.

· Execute or participate in Factory or Site Acceptance Testing or preliminary engineering runs as required.

· Support marketing activities by documenting tactics of competitors. Contribute to the development of new sales support material.

· Participate in customer visits to ABEC facilities for the purposes of technical discussions and product demonstration as required.

· Provide regular reporting of activities including forecasts and call reports.

· Continually improve subject matter knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in applicable professional organizations.

· Communicate with professionals in the field at all levels and transition information into product improvement.

· Work in a professional team-based office environment and meet date-driven customer-focused commitments.

· Problem solves issues with attention to detail.

· Develop Training Materials and work with department leads to implement training.

· Independently explore new opportunities and follow up proactively.

· Ability to travel when required.

· Complete other duties as assigned.

· Will play an active role in identifying and driving Continuous Improvement (CI) opportunity.

Qualifications:

· Bachelor’s Degree in Science or Engineering required.

· 3-5 years of experience with Customer Service is desired.

· Strong emphasis on efficient internal and external communications.

· Ability to listen, determine and present appropriate technical solutions.

· Excellent oral presentation and technical writing as well as leadership skills.

· Background in biopharmaceutical manufacturing is preferred.

· Proficient usage of Microsoft Office (Word, Power Point, Excel), ERP and other IT solutions.

· Fluency in English language (spoken and written) is required.

· Willingness to engage in regular travel according to business needs (up to 50%).

· Awareness of and prior experience with implementing Continuous Improvement (CI) a plus.

· Prior Lean/Six Sigma experience a plus.