STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics and environmental offering an influx of global career opportunities.
Role: The Support Engineer provides accurate and timely technical information, technical support, advice, and assistance regarding the organization's products and services before, during, and after a transaction to maintain and improve the organization's customer relationships. Communicate with customers (via email, phone, or support dedicated computerized system) to answer their inquiries, understand their technical question, assess their needs, and suggest or promote solutions, alternative products, or services. Apply established procedures or develop new solutions to solve technical problems through case management and follow-up on the status of outstanding cases.
Responsibilities:
- Technically handle level 1 and then level 2 customer incidents.
- Fully lead, manage, and own assigned customer’s support cases (tickets).
- Master application settings.
- Remote control for analysis and resolution of problems encountered.
- Monitor the number of incident tickets and manage the incidents: Investigation, additional tests, resolution and closure or escalation to level 3 after relevant qualification and follow-up.
- Participates in global support in collaboration with other Starlims’ support engineers in Europe.
- Recommend systems modifications to reduce user problems.
- Follow established procedures.
Who You Are:
- Demonstrated written and verbal communication, interpersonal, facilitation, presentation, quantitative, analytical, organizational, and follow-up skills.
- Ability to establish/maintain good working relationships and be able to work cooperatively/productively with engineers, vendors, and customers is required.
- Strong ability to troubleshoot software problems - identify and solve problems creatively and effectively.
- Ability to learn and understand new processes, as well as recommend ways to continuously improve.
- Experience working in a broader enterprise/cross-division business unit model preferred.
- Ability to work in a highly matrixed and geographically diverse business environment.
- Ability to work within a team and as an individual contributor in a fast paced, changing environment.
- Ability to leverage and/or engage others to accomplish projects.
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
- Multitasks, prioritizes, and meets deadlines in a timely manner.
- Strong organizational and follow-up skills, as well as attention to detail.
- Experience as a Programmer with SQL language.
- Experience with reporting tools (Crystal Reports, Tableau) and with Internet technologies such as Web Services, API, HTML, CSS and JavaScript is strongly desired.
- Fluency in oral and written French and English.
Nice to have:
- Prior LIMS experience
Top Skills
What We Do
As a recognized leader in enterprise informatics solutions, STARLIMS is committed to providing quality products and services to over 1,100 customers across the globe. Found in over 2,000 laboratories, STARLIMS serves Pharmaceuticals and Biotech, Medical Device, Contract Development Manufacturing Organizations (CDMOs), Food & Beverage, Chemical & Agrochemical, Oil & Gas, Consumer Goods, Public Health, and Clinical Diagnostics organizations.
