Technical Support Specialist - BioPharma (Mumbai, MH, IN, 400059)

Kerry Group
Mumbai
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Collaboration","Multitasking","Analytical thinking"]

Provide expert technical support for BioPharmaceutical and Life Sciences product portfolios, handling customer inquiries, troubleshooting application issues, and documenting cases in a ticketing system. Partner with internal SMEs and cross-functional teams (R&D, product management, regulatory, quality) to deliver accurate technical guidance, support customer calls, and capture VOC and market intelligence. Assist the sales team with technical content, tools, FAQs, and training while continuously building industry knowledge.

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Kerry Group
Kerry Group
4 days ago

Technical Support Specialist - BioPharma (Mumbai, MH, IN, 400059)

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Last checked: 10 hours agoStatus: Live

Job Summary

Provide expert technical support for BioPharmaceutical and Life Sciences product portfolios, handling customer inquiries, troubleshooting application issues, and documenting cases in a ticketing system. Partner with internal SMEs and cross-functional teams (R&D, product management, regulatory, quality) to deliver accurate technical guidance, support customer calls, and capture VOC and market intelligence. Assist the sales team with technical content, tools, FAQs, and training while continuously building industry knowledge.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Address technical customer inquiries for BioPharma and Life Sciences portfolios using internal technical collateral, literature search, and SME consultations.
  • •Collaborate cross-functionally to develop customized technical responses and provide feedback to product development teams based on customer interactions.
  • •Troubleshoot customer application issues, including scheduling internal debriefs, requesting samples for testing, analyzing data, preparing reports, and conducting root cause analysis.
  • •Document and track customer issues in a ticketing system with accurate records; support customer calls and share meeting notes (over 90% virtual).
  • •Develop technical documentation and tools (e.g., FAQs, product info tools, product matching tools) and support training for the sales team.
Travel: Low travel

Key Requirements

  • •Bachelor's or Master's in Biology, Chemistry, Pharmacy, Engineering, or a related field.
  • •Minimum 5 years of relevant experience in technical service or support within the Pharmaceutical and/or Biopharmaceutical industry, with demonstrated ability to troubleshoot and resolve technical issues.
  • •Strong understanding of pharmaceutical products and their applications, including unit operations and practices relevant to pharmaceutical customers and cGMP processes.
  • •Excellent problem-solving and troubleshooting skills to think critically and analytically for complex technical issues.
  • •Experience with ticketing systems and remote support tools; SAP environment experience is desirable.
Experience:5+ yearsPharmaceuticalBiopharmaceuticalLife sciences
Education:Bachelor's
Skills:CommunicationProblem-solvingCollaborationMultitaskingAnalytical thinking
Tech Stack:SAPTicketing systemsRemote support toolsOutlookExcelWordPowerPointCRM softwareJMPMinitabSPSS

Company Brief

Kerry Group
Kerry Group is a global taste and nutrition company supplying ingredients, flavours and integrated solutions to the food, beverage and pharmaceutical industries, serving manufacturers with product development, technical support and supply chain services.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tralee, Ireland
Founded: 1972
WebsiteLinkedIn