SENIOR ENGINEER - CMMS Application Support

Job description

Technical Support Engineer - L2 SUMMARY: The Technical Support Engineer (TSE) Level 2 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners around the globe. This includes new installation, pre & post production support.  A TSE Level 2 is the first escalation point within the Customer & Training Services (CTS) organization.  The TSE Level 2 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed.  The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOP?s. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Diagnose, isolate and/or resolve Level 2 technical software and hardware issues • Product support, software usage assistance & operational advice • Problem diagnosis, root cause analysis & corrective action • Escalation point for issues being escalated from Level 1 globally • Handle requests presented from any customer, partner or site worldwide • Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics • Handle cases assigned over, due to differences in time zones & work balancing • Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary • Identify and escalate priority issues appropriately • Generate Out of Production notifications • Continuously transfer knowledge by reviewing escalated cases with Level 1 • Assign product licenses • Process service generated RMAs • Obtain, review and approve Project Hand-over information required by CTS to support customers/partners, in accordance with SOPs • Perform all required tasks in a timely, professional manner and within service level objectives • Provide responsive and effective solutions • Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers • Continuously strive to increase product and business knowledge • Provide product training to Level 1 and act as a mentor to new CTS personnel • Travel for training purposes and to provide on-site support to global customers, as needed • Provide backup to Level 1 Support, as needed • Provide recommendations for process improvement • Provide ad hoc reports and perform other support & office duties, as assigned Required Skill • Serialization and Aggregation • Experience in Pharma lines • DSCSA • Track and Trace