Job Description

Company Description
About Eurofins Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies. In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a network of over 1,000 independent companies in 54 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing. Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021, Eurofins achieved a record revenue of over EUR 6.7 billion. Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services. The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.


TITLE: Product Support Specialist REPORTING TO: Service Desk Manager WORKING LOCATION: Bangalore, India OVERALL OBJECTIVES: Work on highly complex systems and provide general technical support services mostly for internal clients, ensuring overall customer satisfaction and total resolution of each support incident or service request. ROLES & RESPONSIBILITIES: The main assignments of this position are: 1. Provide high-quality standard service to internal customers, namely by using clear, prompt and professional communications and being proactive in follow-up and anticipation of issues. 2. Respond to service requests and deal with the resolution of technical incidents in a wide range of commercial off the shelf and custom developed applications used internally. 3. Prioritize numerous issues with different severities, and effectively manage the resolution of all requests and incidents within acceptable service levels. 4. Research required information using available resources. 5. Follow standard processes and procedures. 6. Accurately log service and incident transactions using designated tracking software; 7. Update existing knowledge base with any new incident resolution or relevant information; 8. Monitor application environments by following appropriate working instructions or monitoring tools to ensure that service interruptions are either addressed immediately or escalated to the appropriate stakeholders. 9. Analyze the trends associated with the incidents and service requests and report potential areas of improvement or risk to appropriate stakeholders. 10. Perform and monitor daily, weekly and monthly scheduled and automated tasks. 11. Demonstrates and promotes the company vision. 12. Perform other responsibilities and duties as assigned. EVOLUTION The Eurofins Pharma Discovery Services is a fairly new business line within the Organization, with an aggressive technological roadmap being implemented to support all the business processes worldwide. Being part of a fast-paced worldwide group, this position offers a great opportunity for personal and professional growth inside the business line and the rest of the Organization (may be subject to geographical relocation). PERFORMANCE APPRAISAL CRITERIA: Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations, half-yearly reviews, and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated, documented during the first 30 days of your joining. REQUIRED PROFILE: Initial Educational Background:

• Bachelors or Masters in Computer Science, Engineering or equivalent degree.

• 2-4 years of professional experience in the IT support operations field.

• High level of English communication skills (concise writing and orally convincing).
• Good technical background with an ability to give instructions to technical and non-technical audience.
• Knowledge of tools, concepts, and methodologies related to support management.
• ITIL (Version 3 or later) Awareness.
• Preferably with Sharepoint knowledge.
• Good hands on MS Excel,Word & Powerpoint.

• Customer-service oriented with a problem solving attitude.
• Entrepreneurial thinking and flexibility to change.
• Focused, with excellent organization and prioritization skills.
• Details oriented, analytical and investigation skills.
• Ability to work in a complex and challenging international environment.
• Responsive problem solver and proactive to take actions.
• Eager to learn and continuously develop personal and technical capabilities.
• Enthusiastic, full of high-energy.
• Being agile and open for changes.
• Innovative & analytical.

• Travels to Eurofins facilities located worldwide may be required.
• Percentage of working time of may be up to approximately 5%.

• Very good English communication skills (concise writing and orally convincing).
• Very good interpersonal relations skills at all levels of the organization.
• Ability to work in a complex international environment.
• Responsive problem solver and proactive actions.
• Eager to learn and continuously develop personal and technical capabilities.
• Ability to manage multiple project priorities in areas of work