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Technical Rep information
What is the difference between Technical Rep vs Customer Service Representative?
| Aspect | Technical Rep | Customer Service Representative |
|---|---|---|
| Required Credentials | Technical certifications, technical knowledge | Basic customer service skills, sometimes high school diploma |
| Work Environment | Technical settings, client sites, call centers | Call centers, retail, office settings |
| Employer & Industry Usage | Manufacturing, tech, industrial sectors | Retail, telecom, service industries |
Technical Reps focus on technical support, troubleshooting, and product knowledge, often requiring specialized certifications. Customer Service Reps handle general inquiries, complaints, and support, with less technical expertise. While both roles involve assisting customers, Technical Reps provide technical solutions, whereas Customer Service Reps focus on customer satisfaction and issue resolution.
What does a technical representative do?

Associate Director, Technical Operations - Small Molecule Drug Product
Elkton, VA • On-site
Full-time
Medical, Dental, Vision, Retirement, PTO
Re-posted 28 days ago
Key responsibilities
Provide technical oversight and hands-on leadership for oral solid dose manufacturing processes, including blending, granulation, roller compaction, tablet compression, and film coating.
Lead and execute technology transfer activities for assigned processes across internal sites and external partners, supporting process validation and scale-up strategies.
Partner with Manufacturing to ensure safe, efficient, and reliable plant performance, including troubleshooting, deviation investigations, and process optimization.
Merck rating
7.9
Based on 52 frontline employees who took The Breakroom Quiz
Job description
We have an exciting opportunity for an Associate Director, Technical Operations - Small Molecule Drug Product at our Elkton Site in Virginia, USA.
At our company, we aspire to be the premier research-intensive biopharmaceutical company, using the power of leading-edge science to save and improve lives around the world. We are at the forefront of research to deliver innovative health solutions that advance the prevention and treatment of diseases in people and animals.
Join a purpose-built, agile small molecule manufacturing site where your work will help bring important medicines to patients in the U.S. This facility is designed to move quickly and reliably, receiving technology transfers from commercialization sites and fast-following into production with a focus on quality, safety, and operational excellence.
At our site, you'll be part of a team committed to creating a safe, environmentally responsible, and compliant workplace where people can do their best work. We are building deep small molecule expertise in the U.S., and we want team members who are excited to grow their skills, help improve how we operate, and contribute to a site positioned for future growth.
The successful candidate will provide technical leadership and operational support for the startup, technology transfer, validation, and ongoing commercial manufacture of oral solid dosage forms.
This role is responsible for leading technical activities across assigned processes and projects, supporting the capital project and facility startup phase through to commercialization and lifecycle management. The Associate Director will ensure safe, compliant, and reliable process performance, while driving continuous improvement and technical excellence.
Key Responsibilities
Technical Leadership
- Recognized subject matter expert in Drug Product process support, and commercial manufacturing
- Provide technical oversight and hands-on leadership for oral solid dose manufacturing processes, including:
- Blending and granulation (where applicable)
- Roller compaction (dry granulation)
- Tablet compression
- Film coating and finishing operations
- Support the Capital Project Team, contributing to design, commissioning, qualification, and startup readiness
- Lead process scale-up, technology transfer, and validation (pre-PPQ, PPQ) activities for assigned processes
- Drive improvements in process performance, yield, robustness, and impurity control
- Analyse technical data and support decision-making for process performance and improvements
- Identify and escalate risks, proposing practical, science-based solutions
Technology Transfer
- Lead and execute technology transfer activities for assigned processes across internal sites and external partners
- Support development and execution of tech transfer plans aligned with project timelines
- Provide technical support for:
- Process fit assessments
- Scale-up strategy from development to commercial scale
- Equipment capability and process comparability assessments
- Ensure accurate process documentation, knowledge transfer, and batch record readiness
- Support process validation and continued process verification
Operational Excellence
- Partner with Manufacturing to ensure safe, efficient, and reliable plant performance
- Provide direct technical support to:
- Campaign preparation, execution, and follow-up
- Process troubleshooting during manufacturing
- Lead and support deviation investigations, OOS, and CAPA, applying structured root cause analysis
- Monitor process performance and cycle times, identifying improvement opportunities
- Drive continuous improvement initiatives for yield, cycle time, and cost
- Support process optimisation and debottlenecking activities
Regulatory & Compliance
- Ensure assigned processes operate in compliance with cGMP and regulatory expectations
- Support inspection readiness and audit activities
- Contribute to regulatory submissions and responses, including data generation and technical input
- Ensure data integrity and adherence to quality and safety standards
- Maintain compliance from startup through commercial operations
Cross-functional Leadership
- Collaborate with Engineering, Capital Projects, R&D, Quality, Supply Chain, and Manufacturing
- Act as a technical representative for assigned processes within cross-functional teams
- Support technology transfer and process improvements across the network
- Participate in interactions with external partners and CMOs as required
- Contribute to technical reviews and governance forums
People, Capability & Business Leadership
- Lead and develop a team of technical specialists and engineers
- Provide coaching, technical guidance, and performance feedback
- Support resource planning and execution of departmental priorities
- Contribute to budget tracking and departmental administration
- Support recruitment, onboarding, and capability development initiatives
Qualifications
- Degree (BSc/BEng/Masters) or higher in Chemical Engineering, Pharmaceutics, Pharmaceutical Sciences, or related discipline
- Significant experience (typically 10+ years) in:
- Oral solid dose manufacturing, formulation, or process development
- Strong background in:
- Process engineering and scale-up
- Process, equipment, and cleaning validation
- Working knowledge of:
- cGMP manufacturing operations
- Regulatory expectations and inspection readiness
- Experience with:
- Deviation management and investigations
- Electronic batch records and process systems (e.g., DeltaV)
- Exposure to capital projects, CQV, and facility startup
- Strong analytical, problem-solving, and communication skills
- Ability to work effectively across cross-functional teams and multiple priorities
Our Culture
We keep the patient at the heart of everything we do and strive to deliver solutions for some of the world's most challenging healthcare needs. We believe breakthrough innovation happens when experienced leaders empower talented teams in an inclusive environment.
So, if you are ready to:
- Support delivery of new Drug Product manufacturing capability
- Drive operational and technical excellence in Oral Solid Dose production
- Develop your leadership capability in a high-impact environment
...we encourage you to apply.
#ELKVACOE
Required Skills:
Adaptability, Adaptability, Automation Systems, Biopharmaceutical Industry, Biopharmaceuticals, Business Management, Capability Development, Capital Project Management, Change Management, Chemical Engineering, Clinical Manufacturing, Data Analysis, Decision Making, Drug Product Manufacturing, Interpersonal Relationships, Leadership, Lean Manufacturing, Manufacturing Scale-Up, Operational Excellence, Organizational Performance Management, Pharmaceutical Sciences, Process Scale Up, Regulatory Compliance, Root Cause Analysis (RCA), Strategic Thinking {+ 2 more}
Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
The salary range for this role is
$142,400.00 - $224,100.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
Domestic
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Not Applicable
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
n/a
Job Posting End Date:
09/8/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
About Merck
Sourced by ZipRecruiter
Industry
Pharmaceutical product wholesalers and pharmaceutical and medicine manufacturing
Company size
10,000+ Employees
Headquarters location
Rahway, NJ, US