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Technical Customer Service Manager, Pharma

Date: May 13, 2021

Location: Shanghai, 31, CN, 200031

Company: W. R. Grace & Co.

Requisition ID: [[18799]] 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 3,900 people in over 30 countries.


Job Description

  • Provides technical expertise and services to our customers on the application of silica products,  as functional excipients and processing aids throughout the pharmaceutical, nutraceuticals and health care industry in close coordination with Sales, Marketing and Business Development
  • Gain expert knowledge on Silica as excipients, glidants, in drug delivery in the Pharma industry, as functional additives in nutraceuticals & cosmetics. Knowledge of Chromatographic resins and its application in purification and separation of API and biologics is highly desirable
  • Act as technological interphase between Grace and our Pharma customers by cooperating closely with commercial and technical departments. This role is vital to support new customer acquisition, expand our application reach, support introduction of new products and help to define the future development and strategic direction of the segment
  • Based on your customer interactions and insight in the industry insights and by sharing those with the R&D, sales and marketing teams you will contribute to develop new, innovative products and improvements for existing products
  • Develops and maintains customer contacts through technical competence and regular visits to key accounts; diagnoses and solves customer´s technical problems and advises on the use and properties of Grace products
  • Plans supporting lab work to address specific customer or market requests
  • Represents Grace at conferences, trade shows and technical seminars including preparation of presentations, publications or customer trainings
  • Acts as focal point for any questions related to his/her application area of expertise for internal and external partners, evaluates & reports on industry trends and competitive products, decides product fitness for use, resolves technical complaints, and provides product performance data

Required Skills


  • Good analytical thinking, commercial awareness and excellent communication/presentation skills
  • Fluency in written & spoken English and Chinese
  • Good organization, time management and interpersonal skills

Required Experience



  • Scientific education (MsC, PhD) in Chemistry, Pharmacy, Pharmaceutical Engineering
  • Minimum 5 years Technical experience in the Pharma markets or at CRO or CDMO companies; silica product knowledge would be an asset
  • Profound Knowledge of pharma manufacturing regulations (FDA, EMA, GMP, ...)
  • Knowledge and experience in Chromatography is highly desirable.
  • Must be able to travel when and as required by the business needs (travel anticipated 40%, with international travel)

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.