Responsible for technical support for Customers, Technical Service, and Technical Field Staff for automated products and their associated software/hardware/systems. Support internal and external customers with new and changes to the automated product lines. Oversee and administer Service Max software programs and Instrument support.
Essential Duties And Responsibilities:
- Provide first line technical support for product lines for Technical Support, Field Support, and customers.
- Create and maintain troubleshooting guides to assist Technical Service staff in quickly and efficiently resolving customer inquiries.
- Help with development and review of controlled documents such as Standard Operating Procedures, IQOQPQ documents, and Specifications. As well as assisting customers with creation and review of procedures for automated product lines.
- Act as a software/hardware expert with all software programs associated with automated equipment.
- Manage/Lead coordination of Service Max software updates, requirements with Technical Support.
- Travel to customer sites to train the customer on the use of and to help field service resolve issues and provide long term corrective/preventative action for the automated products and
- Support remote computer connection and/or at customer sites.
The following are minimum requirements related to the Technical Service - Specialist position.
- Education: Bachelor s / Masters degree or equivalent in computer science, or an engineering discipline. Experience: 5+ years experience in a software support role and product testing. Knowledge of basic computer hardware/software, including Windows and robotic laboratory systems.
- Knowledge of basic computer hardware/software: Windows and Linux based products and robotic laboratory systems.
- Basic understanding of SQL databases and simple query development.
- Understanding of Biology/Microbiology in the Pharma setting is an advantage.
- An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
- Other: Excellent oral and written communication skills. Ability to troubleshoot independently and solve software and hardware issues.
- Salary Range : INR CTC : 5 lakhs to 10 lakhs per annum