Technical Investigations Specialist- Life Science

About Us

At FUJIFILM Biosciences, we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world’s biggest health challenges. Imagine being part of a team that enables life-changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners.

Our headquarters in Santa Ana, California, is surrounded by world-class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments: healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.”

Responsibilities

• Provide advanced technical support on technical inquiries, including solutions to customers' technical challenges, bioprocess troubleshooting issues, and supporting customers’ process and cell culture media optimization needs.
• Monitor and manage customer inquiries, coordinating and leading appropriate cross-functional support activities for resolution.
• Drive implementation of solutions to product issues or positioning, ensuring timelines are met and customer satisfaction is achieved.
• Collaborate with internal teams—Marketing, FAS, R&D, QA, Manufacturing, and others—to develop and deliver efficient and effective resolutions to customer inquiries.
• Support complaint and CAPA investigations by performing compliant documentation intake, investigation oversight, complaint review and approval, customer follow-up and communication, ensuring timely and accurate closure of investigations within established turnaround times.
• Ensure timely response to and closure of customer inquiries and investigations, with a focus on urgency and fast turnaround, delivering excellent customer support and satisfaction.
• Analyze customer technical inquiry data stored in Salesforce to identify trends, recurring issues, and opportunities for process improvements in customer support.
• Use AI and machine learning tools to automate data analysis and drive continuous improvement for metrics related to productivity, customer satisfaction, and overall customer engagement.
• Develop and maintain supporting technical documents and training materials (e.g., FAQs, technical summary sheets, product usage guides) to increase effectiveness and efficiency in customer support.
• Support the development of a Technical Knowledge Base by extracting, consolidating, and organizing technical information from multiple sources, including Salesforce cases, SharePoint files, and shared drives.
• Use Salesforce, ERP and QMS systems, and other tools such as Power BI to support daily operations.
• Ensure compliance with processes and procedures to applicable standards of FLBI Technical Support and Technical Investigations programs, including thorough documentation and tracking and trending of all customer inquiries and investigations.

Requirements

• PhD graduate from programs with a strong emphasis on cell culture and bioprocess optimization, such as Bioprocess Engineering, Biotechnology, Chemical Engineering (bioprocess focus), or other relevant fields.
• 0-3 years of experience in bioprocess development and optimization roles through education or industry experience.
• 0-3 years of experience in life sciences technical support or bioproduction customer service desired.
• Hands-on experience with cell culture techniques, bioreactor operation, and process optimization in a bioproduction or cell culture media context.
• Strong critical thinking, analytic, strategic, and creative problem-solving skills.
• Ability to work collaboratively across technical and customer-facing teams.
• Ability to obtain cooperation from other groups and lead cross-functional teams.
• Ability to organize complex information and generate clear, concise reports.
• Excellent communication skills in writing and presenting.
• Detail-oriented with a passion for continuous improvement and knowledge sharing.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Power BI, and Enterprise Resource Planning (ERP) systems.
• Ability to speak, read, and write English proficiently.

Pay

For California, the base salary range for this position is $84,822.85 - $110,584. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).

Benefits

• Medical, Dental, and Vision insurance
• Life Insurance
• 401k
• Paid Time Off