Product Sustenance Engineer

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 our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, 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 believes it is a global leader in food, environmental, pharmaceutical and cosmetics products 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 over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. 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 specialized clinical diagnostics testing.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

About Eurofins IT Solutions India

Eurofins IT Solutions India, 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 we ship 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 worldwide.

Job Description

POSITION TITLE: Product Sustenance Engineer

REPORTING TO: Manager

REPORTING LOCATION: Bangalore, India

WORKING LOCATION: Bangalore, India

SUMMARY OF POSITION AND OBJECTIVES:

Among a team of 10 members (located in Nantes, France and Bangalore, India), you are responsible to provide support to end-users of the information system of Eurofins food laboratories for South West Europe scope (France, Spain, Italy, Belgium, Netherlands, Portugal).

POSITION & OBJECTIVES:

• 2 to 3 years overall end user support experience, meeting.
• Problem-solving skills – successful production support engineers excel at resolving problems encountered by users, whether these require only quick fixes or major collaborative efforts across various departments
• Technical expertise – Regardless of their industry, all support engineers have a deep understanding of the product they handle as well as the processes behind it
• Customer service – Support engineers must communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests
• Attention to detail – it’s crucial for production support engineers to be mindful of details since their tasks include creating extensive documentation, tracking errors, and making changes to products
• Multitasking – production support engineers handle technical issues from multiple customers at the same time, along with other responsibilities such as writing reports and participating in manufacturing or development

Job description:

• Very good communication and interpersonal relation skills in an international environment
• Ability to adapt and work with either technical or business people
• At ease with distant communications leveraging a wide array of technologies (shared code, documents and forums, phone, chat, e-mail).
• Up to 3 years work experience in an Enterprise application support environment would be preferred.
• Exposure working in IIS hosted web application is preferred.
• Good understanding of Windows Server & MS SQL Server concepts is required.
• Extensive technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems.
• Demonstrated development or technical application support skill sets with detailed technical experience with industry standard tools and technologies like .Net / C# / SQL / IIS /Message Queues/ Restful services
• Understanding of ITIL, SDLC and Product Lifecycle methodologies is a definite plus.
• Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.
• Log tickets based on end user requests to resolve queries within SLA.
• Perform initial investigations to identify origins of issues.
• Coordinate with IT Operations, Development teams based on the reported issues to coordinate their resolution within SLA.
• Create and maintain open tickets for follow-up, report ticket status to users on the basis specified in the SLA.
• Participate in outage bridges to ensure timely resolution of service impacting problems and accurate communications to stakeholders.

EXPERIENCE REQUIRED:

• Experience between 2 to 3 years.
• Hands on experience in providing functional level of support and troubleshooting of .Net/VB6 based web applications is an added advantage.
• Experience with SQL server DB and writing simple to medium complex sql queries
• Experience working with customers from European region would be a plus.

Product Sustenance Engineer is responsible for IT application support activities. Work closely with the Eurofins resources working in Labs, Business Analyst and Service Desk to provide support and to ensure timely and efficient resolution of IT application-related incidents and service requests.

Requirements:

• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Should demonstrate qualities of being a good team player
• Willingness to understand laboratories work and needs
• French language knowledge would be a plus

Qualifications

• BE/MCA or any other equivalent degree with required experience