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 Title: Service Delivery Engineer 

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  experience providing technical support in pharmaceutical/biotech GxP or other highly regulated 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 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. 

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