Job Description

Location: Rewari, Haryana, India

The Sr. Assistant, Quality Control is responsible for managing customer complaint handling, investigation coordination, customer communication, audit support, and customer quality-related documentation. The role serves as a key customer interface, ensuring timely resolution of customer concerns, effective communication of investigation outcomes, and compliance with quality and regulatory requirements. Working closely with Quality, Operations, Commercial, and global cross-functional teams, the position supports customer satisfaction, audit readiness, continuous improvement initiatives, and overall quality excellence.

What you will get

• An agile career and dynamic working culture.
• An inclusive and ethical workplace.
• Compensation programs that recognize high performance.
• Opportunities to collaborate with global cross-functional teams.
• Ongoing learning and professional development opportunities.
• Our full list of global benefits can be found here: https://www.lonza.com/careers/benefits

What you will do

• Acknowledge customer complaints within defined turnaround timelines and ensure prompt response to customers.
• Coordinate with customers to obtain additional information required for complaint investigations.
• Collaborate with lead investigators and subject matter experts to facilitate complaint investigations and resolution activities.
• Prepare preliminary and final customer complaint investigation reports in accordance with internal procedures and timelines.
• Communicate investigation findings, conclusions, and corrective actions to customers in a professional and timely manner.
• Ensure appropriate CAPA initiation and follow-up with responsible stakeholders after complaint investigations.

What we are looking for

• Bachelor’s degree in Biotechnology, Life Sciences, Pharmacy, Chemistry, Engineering, or a related scientific discipline.
• Experience in customer complaint management, customer quality, customer service, quality assurance, or related functions within pharmaceutical, healthcare, biotech, or regulated manufacturing environments.
• Strong understanding of customer complaint handling processes, investigation methodologies, CAPA systems, and quality management principles.
• Experience supporting customer audits, technical documentation, and customer-facing quality activities.
• Excellent verbal and written communication skills with the ability to interface effectively with customers and cross-functional teams.
• Experience working with SAP or similar enterprise systems is preferred.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.

Ready to shape the future of life sciences? Apply now.