Manager, Service Delivery Engineer

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 Overview

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Manager, Service Delivery Engineer.  This person should have an understanding of Good Manufacturing Practices (GMPs) and experience providing technical support in highly regulated or pharmaceutical/biotech facilities. A strong customer service mindset is the key to succeeding in this role. This person will play a lead role in ensuring our onsite Team is providing outstanding customer support, enhancing our Meeting Support program, and assisting in providing support at a L3 level, including to our Executive Leadership Team. This is an onsite opportunity, with the ability to work some days remote..

Job Duties and Responsibilities

• Provide Tier 2 and Tier 3 support to our users via onsite, phone, email, and computer chat.

• Field incoming requests to Information Technology via Service Management (ITSM) tool assignment group, e-mail, instant message, and in person to ensure courteous, timely and effective resolution of end user issues. Independently manage outstanding response to customers and management of your work ticket assignment.

• Investigate and resolve incidents by troubleshooting issues and identifying root causes including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications in person or utilizing remote desktop control tools, as required.

• Evaluate and maintain documented resolutions and analyze trends for ways to prevent future problems. 
• Provide Meeting Support to Executive Level team members utilizing outstanding customer service and strong experience supporting MS Teams conference rooms equipment. Crestron equipment experience a plus.
• Alert the Service Delivery Team and Management to emerging trends in incidents. 
• Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities 

• Responsibilities will focus on technical support for a multi-location corporation (remote and in person as required, including travel to Sales Meetings, if needed.)

• Supporting and troubleshooting equipment in 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, and maintain compliance with E911 regulations.

• Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope)

• Abide by SLAs (Service Level Agreements) to manage end-user expectations

• Perform post-resolution follow ups to help eliminate future requests

• Available nights and weekends for on call rotations or emergencies

• Travel 10% to other offices when required

• Ability to lift up to 50 lbs when required.

• Fluent English

Key Core Competencies

• Build relationships with key internal and customer contacts 

• Maintain a customer service first mindset

• Attentive problem solver

• Strongly motivated, well-organized, and shows professional initiative.

• Keen ability to recognize trends in incidents.