Radioligand Customer Service Associate; Shift

ITM is a privately owned biotechnology and radiopharmaceutical group of companies dedicated to the development, production and global supply of targeted diagnostic and therapeutic radiopharmaceuticals and radioisotopes for use in cancer treatment. We are developing a proprietary portfolio and growing pipeline of targeted treatments in various stages of clinical development addressing cancers such as neuroendocrine cancers or bone metastases. Our main objectives are to significantly improve treatment outcomes and quality of life for cancer patients through a new generation of Targeted Radionuclide Therapies in Precision Oncology.

The headquarters are located in the heart of the research center of the Technical University of Munich (TUM).

In the United States, ITM is expanding to support our growing portfolio and pipeline. We are building a high‑performing commercial team to bring innovative radiopharmaceutical therapies to patients and strengthen our presence in oncology.

As a Radioligand Customer Service Associate at ITM USA, Inc., you will serve as the primary operational point of contact for hospitals, health systems, nuclear medicine departments and nuclear pharmacies throughout the radioligand therapy treatment journey. In this role, you will be responsible for supporting customer onboarding, order management, dose scheduling, shipment visibility, issue resolution and post‑delivery support while partnering closely with manufacturing, logistics providers and commercial teams.

Given the highly time‑sensitive nature of radiopharmaceuticals, you must proactively identify and resolve potential disruptions to ensure uninterrupted patient treatment, driving a culture of exemplary customer experience across our network of hospitals and nuclear medicine clinics.

• Customer Support & Operations: Provide primary phone and email support to U.S. based customers during standard hours (8:00 am – 4:30 pm ET). Flexibility to sometimes work an alternative shift (11:30 am – 8:00 pm ET) for coverage. Onsite 5 days a week at Princeton, NJ location, with potential to move to a hybrid schedule.
• Case Management: Manage customer cases from intake through resolution, reviewing ticket history, identifying trends, ensuring seamless handoffs and guiding clients on platform best practices using SAP, ERP systems, Power BI software and logistics tracking tools.
• Dose Delivery Monitoring: Proactively monitor live shipment dashboards to identify potential transportation delays and intervene before time‑sensitive radiopharmaceutical deliveries impact patient care.
• Customer Onboarding & Training: Partner with Account Managers to onboard new radioligand therapy sites by supporting online ordering portal registration, order entry training, ticket submission and customer service processes to improve adoption and operational efficiency.
• Order Management: Support customers with order modifications, cancellations, re‑orders, shipment updates and escalation of product complaints or potential adverse events while maintaining proactive communications throughout the process.
• Crisis Management & Supply Prioritization: Work with Account Management, Manufacturing and Supply Chain teams to support customer communications and prioritize product allocation during manufacturing disruptions, product shortages or other issues that may constrain supply.
• Cross‑Functional Lab Liaison: Serve as the operational liaison between customer‑facing teams, manufacturing and nuclear pharmacy partners to facilitate urgent requests and ensure timely execution of critical orders.
• Compliance and Guardrails: Maintain compliance with HIPAA regulations while accurately documenting complaints and supporting pharmacovigilance reporting requirements.

• Bachelor of Science or Bachelor of Arts in Life Sciences, Supply Chain Management, Healthcare Administration, Information Technology, or a related technical or scientific field.
• An equivalent combination of education and direct, hands‑on experience in radiopharmaceuticals, nuclear medicine operations or radioligand therapy logistics will be fully…