Customer Support Engineer - eCDS
- Ahmedabad, Gujarat
- Permanent
- Full-time
- Serve as the primary technical contact for customers using Empower CDS in regulated environments (e.g., pharmaceutical, biopharma).
- Identify and resolve complex issues related to Empower software, including data acquisition, processing, reporting, and system connectivity.
- Provide remote and on-site support for Empower installations, upgrades, and configurations in client-server environments.
- Design custom calculation reports for different tests, products, and integration with external systems such as LIMS.
- Collaborate with IT teams to ensure accurate integration with LIMS, Active Directory, and network infrastructure (on-premise/Cloud).
- Assist in system validation, including IQ/OQ/PQ documentation and execution.
- Deliver training and mentoring to internal teams and end-users.
- Maintain detailed records of support cases, resolutions, and customer interactions using CRM or ticketing systems.
- Work closely with Thermo Fisher India technical support and product teams to advance and resolve critical issues.
- Keep updated with Empower software updates, patches, and industry developments.
- Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field.
- Proven experience with Empower CDS and its deployment in regulated environments.
- Strong problem-solving skills and the ability to identify and resolve complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a collaborative team.
- Familiarity with network infrastructure and integration with external systems such as LIMS.
- Experience in system validation, including IQ/OQ/PQ.