Sumitomo Pharma Co., Ltd., is a global pharmaceutical company based in Japan with operations in the U.S. (Sumitomo Pharma America, Inc.), focused on addressing patient needs in oncology, urology, women's health, rare diseases, cell & gene therapies and CNS. With several marketed products and a diverse pipeline of early- to late-stage investigational assets, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner. For more information on SMPA, visit our website
https://www.us.sumitomo-pharma.com or follow us on LinkedIn.
Job Title:Service Delivery Engineer
Job Overview
We are currentlyseekinga dynamic, highly motivated, and experienced individual for the position ofManager,Service Delivery Engineer. This personshouldhave experienceproviding technical support in pharmaceutical/biotechGxPor other highly regulatedfacilities. A strong customer service mindset is the key to succeeding in this role. This person will play aleadrole inensuring our onsite Team is providingoutstanding customer support,enhancing our Meeting Support program,andassistingin providingsupportat a L3 level, includingto ourExecutive Leadership Team.This is
an onsite
opportunity, with the ability to worksome days remote.
JobDutiesandResponsibilities
- Provide Tier 2 and Tier 3 support to our users viaonsite,phone, email, and computer chat.
- Field incoming requests toInformation TechnologyviaService Management (ITSM) toolassignment group, e-mail,instant message,and in person to ensure courteous,timelyand effective resolution of end user issues. Independently manageresponseto customers and management of your work ticket assignment.
- Investigate and resolve incidents bytroubleshooting issues andidentifyingroot causesincluding installing and upgrading software,provisioningand supportinghardware, and configuring systems and applicationsin person orutilizingremote desktopcontroltools, asrequired.
- Evaluateandmaintaindocumented resolutions and analyze trends for ways to prevent future problems.
- Provide Meeting Support toExecutive Level team membersutilizingoutstanding customer serviceand strong experience supporting MS Teams conference rooms equipment. Crestron equipment experience a plus.
- AlerttheService Delivery Team and Management to emerging trends in incidents.
- Identifyopportunities for automation, andassistwith the development of automationthroughsystemsand processesto address those opportunities
- Responsibilities will focus on technical support for amulti-location corporation (remote and in person asrequired, including travel to Sales Meetings, if needed.)
- Supportingandtroubleshooting equipmentin corporate offices and for end users.
- Configure,maintain, and troubleshoot VOIP systems, including Microsoft Teams Voice, and manage legacy POTS lines for reliable telephony services.
- Collaborate with network teams to ensure QoS for voice traffic, perform number porting, andmaintaincompliance with E911 regulations.
- Perform preventative maintenance, including checking andservicingof workstations, printers,mobiledevices,and peripherals(as defined by scope).
- Abide by SLAs (Service Level Agreements) tomanageend-user expectations.
- Perform post-resolutionfollow upsto helpeliminatefuturerequests.
- Available nights and weekendsfor oncall rotations or emergencies.
- Travel 10% to other offices whenrequired.
- Ability tolift upto 50lbswhenrequired.
Key Core Competencies
- Build relationships with key internal and customer contacts.
- Maintaina customerservicefirstmindset.
- Strongly motivated, well-organized, andshowsprofessional initiative.
- Keenabilitytorecognizetrends in incidents.
- Ability to clearly presentcomplete problem details and propose recommended solutionsto management.
- Understanding of importanceof and compliance toSecurityand Compliancein IT environments.
- Skilled in Microsoft Teams Voice administration, SIP protocols, and legacy telephony systems.
- Ability tooptimizevoice traffic across LAN/WAN and ensure adherence to telecom regulatory requirements.
- Effectivelymaintaintime management and prioritizationresponsibilities acrossoperational support and project deliverables
- Understanding ofMS Teams Meeting Room equipment
- Experience supporting Saas and Cloud Based applications
Education and Experience
- BS inInformation Technology orrelated field is preferred.
- 5+yearsof experience working within aGxPor highly regulated environmentwith at least 2 years of management skillsrequired.
- Experience working with multi-tiered ticket handling/resolution systemsrequired.
- Knowledge of basic computer hardware, including Lenovo Laptops and docking stationsrequired.
- Experience with desktop and server operating systems, including Windows 11and Server 2000+required.
- Applications: Office 365expertise, Active Directory, OKTA, ability to learn new applications quicklyrequired
- Takesownership of assignments, can work both independently and as part of the teamrequired.
- Ability to work in a fast-paced and challenging environmentrequired.
- Excellent organization skills with the ability to manage multiple tasks simultaneouslyrequired.
- Exceptional written and oral communication skillsrequired.
- Ability to work responsibly with minimal supervision and with a sense of urgencywhilemaintainingtheproper judgement on when to inform management on an issue and escalate concerns or customer escalationsrequired.
- Experience using an IT Service Management (ITSM)tool, preferably ServiceNow,for Incident and Problem management trackingrequired.
- Experience workingwithMicrosoft 365 and Intunepreferred.
- Experience working with Active Directory and Azure Active Directoryfor user and group managementrequired.
The base salary range for this role is $104,960 to $131,200. Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus additional time off for a shut-down period during the last week of December, 80 hours of paid sick time upon hire and each year thereafter. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Confidential Data
: All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential.
Compliance
: Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sumitomo Pharma America (SMPA) and affiliates are carried out with the "best" industry practices and the highest ethical standards.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Mental/Physical Requirements
: Fast paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time.
Sumitomo Pharma America (SMPA)
is an Equal Employment Opportunity (EEO) employer
Qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
