Customer Support Engineer - eCDS at Thermo Fisher Scientific

Ahmedabad, Gujarat, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceutical, Biopharma, Life SciencesIndustries

Requirements

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

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

Skills

Empower CDS

LIMS

Active Directory

IQ/OQ/PQ

System Validation

Network Infrastructure

CRM

Ticketing Systems

Client-Server Environments

Chromatography Data Systems

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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