Customer Support Engineer - eCDS

Work Schedule

Environmental Conditions

Job Description

Key Responsibilities

• 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

• 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.

Why Join Us?

At Thermo Fisher Scientific, you will be part of an ambitious team dedicated to making the world healthier, cleaner, and safer. You will have the opportunity to work on world-class projects, collaborate with hard-working colleagues, and make a significant impact on the scientific community. Join us and contribute to our mission with your proven skills and experience. We are committed to encouraging an inclusive environment where a diverse group of backgrounds and perspectives are valued. Be part of something outstanding and help us achieve flawless execution in everything we do!