Field Service Engineer - Informatics
Exciting Opportunity for Informatics Professional Service (IPS) Specialists!
Are you an experienced informatics professional looking to make a significant impact in a dynamic and supportive environment? We have the perfect role for you!
About the Role: our Client is a globally recognised analytical instruments and software company who provide high-value analystical technologies and scientific expertise, focussing on life, materials and food sciences. With a diverse global footprint, they serve high-volume segments in resilient end-markets. They pride themselves on their flat organizational structure, fostering a collaborative and inclusive atmosphere. The team is diverse, with members of various ages and backgrounds working seamlessly. they Belive in mutual respect and addressing each other with "san" regardless of age or position.
They are seeking a Field Service Engineer - Informatics, to provide high-level support to customers in the area of informatics, including Enterprise systems and chromatography data systems (CDS).
Key Responsibilities:
- Collaborate actively with the APAC Professional Service team and Application leaders to define the next generation of customer training (Outcome-Based Informatics Professional Services) and help deploy novel concepts in subsidiaries.
- Provide consultancy services to customers, focusing on deploying their applications and methods efficiently and effectively.
- Assist with Laboratory Management System (LMS) activities, including workflow analysis, optimizing efficiency by automating paper-based processes, and providing performance monitoring services.
- Support Chromatography Data System (CDS) or Scientific Information System (SIS) implementation, including workflow analysis, method transfer, and development of custom fields and calculations.
- Assist with business analytics products, including data extraction from Empower networks, compiling asset management data, and creating/delivering reports for sound business decisions.
- Support the execution of Computer Systems Validation (CSV) projects across the APAC region.
- Manage customer expectations by communicating work performed and providing follow-up plans if needed.
- Maintain sound knowledge of technology and customers' application demands.
- Provide direction and support to move Informatics Professional Services from a support center to a profit center in various market segments in the APAC region.
- Lead collaboration with APAC country application teams, focusing on emerging markets, especially the Pharmaceutical market segment. Take the lead in deploying newly released products and develop strategies to transfer knowledge to local teams.
- Work closely with global service teams in APAC countries and Installation Project Managers (IPMs) to ensure an outstanding customer experience from purchase to recommendation.
- Lead complex escalations with local teams and liaise with the quality department to ensure rapid issue resolution and communication to the field.
Qualifications:
Education:
- Bachelor's degree in Computer Science/IT required; MA/MS/PhD or other advanced degree preferred.
Experience:
- Minimum of 5 years industry experience, within laboratory informatics for LC, LC/MS, HPLC/UPLC, SFC, Informatics.
- Strong knowledge and skills in Empower Enterprise and NuGenesis LMS.
- Understanding of scientific application workflows and how they interface with instruments and data structures on networks or local computers, along with scientific software systems (CDS, SDMS, LIM, ELN).
- Experience with Oracle databases and database administration.
- Expertise in operating platforms such as Microsoft Windows, UNIX, Sun Solaris, IBM AIX.
- Experience supporting scientific application software in an enterprise-wide environment.
- Expertise in one of the following languages: C#, Visual Basic, Visual Studio.NET, Visual Basic for Applications, JAVA, or SQL/plus.
- Industry knowledge of GLP, GMP, GxP guidelines, FDA's 21 CFR part 11, and Computer Systems Validation (CSV) in a regulated environment.
Competencies:
- Strong collaborative customer focus.
- Good understanding of technology, industry environment, and the sales process.
- Excellent troubleshooting skills and ability to solve technical issues independently.
- Interpersonal savvy, with the ability to communicate appropriately with different expertise levels and adapt approaches to meet customers' needs.
- Personal sense of integrity and trust.
- Effective time management skills.
- Analytical mindset with a strong drive to resolve open issues.
- Excellent verbal and written communication skills.
- Ability to speak Japanese to communicate with regional customers is an advantage.
FAQs
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