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.

Required Qualifications

Bachelors 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.

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