Job Description

The software support engineer will be the point of contact for stakeholder, project team, Ops and Quality team for issues reported on launched software products. He/she would be involved throughout the issue life cycle and ensure a consistent communication in place both internally and externally. The holder of this position will gather all the require input to provide the detail about the issues to reproduce/find root cause of the issues by product owner/developer while ensuring the customer complaint brought to Defect control board and timely closure of complaints. The goal is to work closely with instrument team, SW product team, Ops and quality team to timely closure of complaints and keeping the up do date database of complaint management.

Job Responsibilities

• Proactive acknowledge the customer complaint within defined SLA, do first level analyze the complaint and collect all relevant input to enable development team to do detailed analysis
• Work closely with instrument, development and test team to reproduce the issues/ find root cause of issues
• Act as single point of contact throughout the life cycle of customer complaint/issues related to assigned sw product
• Moderate/contribute in root cause analysis
• Create database of issues and continuous monitoring on closure of issues within defined SLA
• Active involvement sw product defect DCB and act as a voice of customer to push the resolution of complaint/issues
• Participate in instrument DCB , provide update and collect feedback
• Ensure the effective and efficient communication to all relevant stakeholder related to specific complaint/issues
• Establish collaboration with cross functions team , service team application team and others
• Regular update on complaint progress and publish complaint/issue dashboard
• Contribution and involvement in establishing support process

• Academic degree in computer science/engineering or a comparable scientific field
• minimum 5 years of hands-on experience in development/test/debug of commercial embedded software products
• excellent coordination skills and ability to keep the records in organized way
• Working experience with instrumentation, PLC programming ( preferred Simens)
• Good experience with modern software engineering processes and methodologies; experience in the various stages of the
• Software engineering lifecycle
• Knowledge of one or more of the following desired: hardware, Control/interfaces (serial, network, usb), graphical user interface testing, memory and performance optimization, data
• Analysis and visualization\xe2\x80\xa2
• good written and oral communication skills
• Desire to have work experience in Bio-pharma domain
• must have strong personal initiative and be results oriented