Supports the Customer Complaint Management Process in an ISO 13485/GMP Quality Management System.Communicate with Technical Support teams, Customer Service and/or Sales Representatives regarding samples necessary to investigate customer complaints and complaint resolution.Comprehends how complaint samples compare to established QC standards. Evaluate data to determine if a complaint is an isolated incident or not.Participate in working with cross-functional teams identifying corrections, corrective actions and preventive actions.

Assist in answering technical calls and emails for Thermo Fisher Scientific laboratory consumables.Resolve product performance issues using Salesforce.Assess situations objectively and quickly for application use by the customer.Provide up-to-date technical notes and application notes for use with current products. Working with Cross-Functional Teams on PPI and Product Quality.

Provided feedback on how to solve steps for specific cell culture applications.Assisted in Special Product Inquiries.Participated in current/new product training.Suggested New Product Development ideas to Applications/R&D Teams.

Responded to over 50 technical e-mail inquiries weekly for Nalgene, NUNC, Samco, Matrix, and ABgene products.Assisted in the improvement of Technical Support delivery responses for incoming technical calls by updating the current Thermo Fisher website with correcting Laboratory Consumable descriptions. Answered over 50 or more calls per week for product availability, replacement part numbers for obsolete products, Regulatory affairs inquires, Nalgene outdoor consumer bottle questions, and contacts for EP Scientific - Cleaning Services, I-CHEM Environmental products and Kimble Chase laboratory products.Provided support for Liquid Handling inquires via phone or e-mail for Plate Sealers/Seals and Plate specifications, Matrix and Fisherbrand Pipettes repair and calibration request forms, VisionMate Barcode reader software links, and Automation equipment for use with Matrix/Nunc racked tubes such as CapitAll and Handheld Capper-Decapper.

Completed over 600 experiments for Electronic Material Testing per week related to physical, chemical, and polishing product specifications supported by ISO 9001:2000, QS 9000, and ISO 14001 Standards.Recorded test results for product manufacturing and engineering protocols located in the NWA 5.1 Quality Analyst database and documented non-routine and out of specification results.Maintained statistical process control charts which included data for Alumina powders, Cerium powders, Electronic Charge Materials, and Raw Material slurries used in laboratory tests.Organized a schedule for sample storage, general laboratory cleaning, and gas tank exchanges for Liquid Nitrogen, Helium, and Nitrogen.Generated job tickets through LIMS software to complete special laboratory test requests.

Conducted over 1,000 laboratory tests per year that supported microbial monitoring using ISO 13485:2003 and ANSI/AAMI/ISO 11137 current edition for Laboratory Specialty Plastics. The laboratory tests performed were Pyrogen, Bacteriostasis/Fungistasis, Bioburden Verification, Bioburden, Sterility Tests and Sterility Validation Tests.Scheduled calibration and preventive maintenance tests for steam sterilizer Models 133 LS and 3422 with an authorized Getinge certified technician.Researched how to update the Getinge-Steam Sterilizer Model 3422 by reviewing the cost and maintenance for adding a Reverse-Osmosis Water System with a current computer circuit board.Prepared over 60 laboratory samples per year to be shipped out for RNase/DNase testing.Organized and completed all laboratory tests and calibrated equipment records for Customer and BSI Audits.

Coordinated shipments with Warehouse Shipping Coordinators for Labware, Packaging, International customers and OEM (Original Equipment Manufacturer) customers such as Roche Molecular Systems Inc. and Mediatech, Inc. resulting in over 1 million dollar sales per year. Attended Customer Service Relations Training which resulted in improving communication skills with Internal and External customers