quality technician

$35,880 - $51,418/Yr

Randstad - Tewksbury, MA

Full-time - Entry Level

Tewksbury, MA

Administrative and Support Services

About the position

The Quality Technician role at a leading materials science manufacturing company in Tewksbury, MA, focuses on providing frontline support for quality and regulatory issues. The position involves managing customer inquiries, collaborating with internal teams, and contributing to continuous improvement projects to ensure exceptional customer satisfaction.

Responsibilities

• Triage customer complaints and QRS email inquiries, sorting and identifying duplicates, and escalating urgent matters as per guidelines.
• Directly escalate high-priority inquiries to the appropriate departments as needed.
• Collaborate with internal teams (Quality, Regulatory, Sales, Customer Service, etc.) to resolve customer issues.
• Participate in continuous improvement projects with cross-functional teams (Scientific Support, Marketing, Operations, Sales, etc.) to enhance customer satisfaction.
• Prioritize daily tasks and maintain professional communication with customers and colleagues.
• Determine when to escalate issues based on QRS procedures.
• Follow QRS guidelines and use appropriate templates for communication.
• Maintain positive interactions with both customers and internal departments.

Requirements

• At least 2-4 years of work experience in a customer-facing role.
• Demonstrated knowledge of quality and regulatory practices strongly encouraged.
• Proficient in time-sensitive customer issue handling, prioritization, and escalation.
• Skilled in Microsoft Office and adaptable to new systems.

Nice-to-haves

• Report design and metric maintenance.
• Familiarity with ETQ, SharePoint, Salesforce, and PeopleSoft.
• Multilingual abilities and a passion for continuous improvement.

Benefits

• Health insurance
• 401K contribution
• Incentive and recognition program