• Answering our users’ questions through email, chat, and GitHub issues. • Understanding, reproducing and (where you can) resolving the issues that our customers encounter. • Diving into our codebase to figure out where the issue lies and what a good solution might look like. • Escalating to engineering to resolve highly technical issues. • Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem. • Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions. • Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service. • Building and maintaining trust with our customers.

• Deliver comprehensive technical support via helpdesk, telephone, email and secure remote access tools. • Perform software installation configuration and ongoing support across a diverse global customer environment. • Support global iTS regions when required, maintaining consistent standards and collaborating closely with the wider European support team. • Assist with technical and functional presales queries. • Occasionally travel to customer sites in the DACH region to perform onsite installations and deliver technical training. • Document support cases, installation activities, and technical findings accurately within internal systems, contributing to the knowledge base and continuous product improvement. • Replicate and diagnose customer issues in internal virtual test environments, escalating complex issues to vendors when necessary. • Deliver internal and external training, demonstrations, webinars, workshops, and technical enablement sessions as needed.

• Manage operational technology for radiopharmaceutical manufacturing distribution centers. • Focus on server and manufacturing workstation administration. • Troubleshoot technical issues and resolve technology problems during production. • Be part of after-hours on-call rotation as needed. • Assist with Cybersecurity topics and hardware builds.

The Opportunity: Avantor is looking for a Quality Technical Specialist to join us! The Specialist supports quality assurance operations by ensuring compliance with standards and regulations, contributing to testing and process improvements, supporting audits and corrective actions, and collaborating with internal teams and suppliers to resolve quality issues. This is a remote role that can be based in the U.S. What we’re looking for - Education: BS/BA Degree in Biology, Biotechnology, Bio Engineering, Chemistry, Chemical Engineering, or related field required - Experience: Minimum of three (3) years of combined experience in technical services, engineering, quality or sales in chemical or pharmaceutical environment required - Synthetic pharmaceutical & biopharmaceutical drug development and manufacturing as well as an understanding of industry regulations (cGMP, FDA, ICH, and WHO), quality and validation. - Quality and process engineering in a chemical or pharmaceutical environment. - Collaboration Tool: Excellent knowledge of Microsoft Office Suite; experience working with other computer applications (such as databases) with an aptitude to further develop technical skills preferred - Preferred Qualifications: - Hands-on experience in a laboratory or manufacturing environment - Project management experience - Experience in at least one of the following areas is highly desired How you will thrive and create an impact The Quality Technical Specialist provides technical and quality support to Avantor’s global customer and sales organizations. This role partners with internal teams to research, compile, and communicate information related to Avantor’s pharmaceutical and laboratory product offerings. The Specialist is also responsible for developing and maintaining quality documentation, updating product and customer databases, and managing customer Quality Agreements. - Manage and negotiate Customer Quality Agreements in collaboration with the Avantor legal team. - Responds to customers’ technical and quality inquiries (via telephone and email,) pertaining to the Company’s pharmaceutical and laboratory product lines which includes excipients, bio reagents, salts, sugars, acids, cGMP-manufactured solutions and chromatography media as they relate to quality agreement support. - Researches technical documents, reviews product specifications, and utilizes resources such as technical monographs, Company R&D experts, in-house databases and personal technical background to prepare quality agreements and communicate information to customers. - Participates in designing/improving quality agreement information collection and archiving processes with other departments including but not limited to Marketing, Sales, and Quality Assurance. - Participates in lean principles review of processes in order to maximize team efficiency in customer responses. - Participates as part of cross functional team associated with the customer intimacy programs; responsibilities may include project management, data collection and review, hosting and participating in recurring meetings. - Performs other duties as assigned with or without accommodation. KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) - Demonstrated ability to manage multiple priorities in a fast-paced environment while keeping customers’ needs in mind. - Results-oriented, energetic, self-motivated, and a dedicated team player. - Proven problem solving and leadership skills. - Exhibits initiative, attention to details and follow-through. - Ability to learn industry regulations and Avantor’s proprietary systems. - Committed to the highest standards of customers satisfaction and providing the ultimate customer experience. - Excellent verbal, written skills in addition to presentation and interpersonal communication skills. ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions) The work environment is an office setting. The duties of the job may require the Quality Technical Specialist to go to the manufacturing facility and R&T building on occasion. Occasional travel may be required both domestically and internationally. #LI-Remote Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today! Pay Transparency: The expected pre-tax pay for this position is $62,500.00 - $100,625.00 Actual pay may differ depending on relevant factors such as prior experience and geographic location. EEO Statement: We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. For more information about equal employment opportunity protections, please view the Know Your Rights poster. Privacy Policy: We will use the personal information that you have submitted to us in order to consider your application for the relevant role. Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests. 3rd Party Non-Solicitation Policy: By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation. Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.