Up to $6,300 (Basic Salary) + AWS + VB
The individual in this position is responsible for strengthening the Informatics product technical support and address the customers’ requirements on Software Solutions through regional partners and subsidiaries across the APAC region.
Job Description
➤Primarily responsible for Support and Training Management for relevant Partners
➤Provide timely and effective Post-Sales Technical Support for Informatics products
➤Respond promptly to Customer and Partner inquiries, aiming to resolve issues within the shortest possible off time
➤Identify and address potential issues proactively
➤Maintain a consistent resolution time for post-sales support cases to ensure customer satisfaction
➤Deliver comprehensive technical training, including material preparation/update on Informatics products to Partners and Customers
➤Develop and demonstrate comprehensive knowledge of LabSolutions Software Suite, including configurations, new features, workflow, architecture, and technical features
➤Assess competency gaps of Partners and implement corrective training measures
➤Keep Partners updated on product enhancements and new features to ensure they remain equipped with the latest information
➤Write knowledge-based documents on software features, installation prerequisites, and troubleshooting guidelines
➤Manage and effective usage of Customer/Partner Support Portal for delivery excellence
➤Sound knowledge on System Architecture and technology to meet customers’ demand on the Laboratory Digitalization
➤Works with business team for pre-sales technical queries and customer-facing technical discussions
➤Create new solutions, strategies to improve service quality
Job Requirement
➤Bachelors/Master’s degree in IT Computer Science/Chemistry/Biochemistry/Instrumentation or equivalent
➤At least 3~5 years of experience in laboratory informatics products such as CDS, SDMS, LIMS, ELN, etc.
➤Experience with Installation, Configurations, Troubleshooting and Maintenance of CDS/SDMS applications
➤Experience with laboratory software workflows, Regulatory Compliance, FDA Guidelines (USFDA, EU, PIC/S, etc…), Lab Data lifecycle management and data integrity (ALCOA+)
➤Fundamentals on Windows OS (Server, Virtualization, Networking) and Database (Microsoft SQL Server)
➤Experience in service industry with focus on Software, IT and background on Analytical Instruments (HPLC, GC, LCMS, GCMS) is an advantage
➤Experience in Software Validations, CSV is an advantage
➤Experience of working within a regulated environment especially Pharmaceutical and/or related regulated industries such as Medical devices, Testing Laboratories
➤Willing to travel as per business needs (20~30%)
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