Job Summary

The Support Lead plays a vital role in enhancing customer satisfaction through effective troubleshooting and resolution of complex issues. This position focuses on executing continuous improvement initiatives, conducting root cause analyses, and providing technical guidance to team members. The Support Lead ensures that the support team operates efficiently, driving initiatives that lead to better performance and reduced defect rates.

Lab | Quality

• Plan, execute, and document commissioning, qualification, and requalification activities for QC laboratory equipment (e.g. Microwave ovens, polarimeters, balances, CTCs).
• Author and review C&Q documentation, including URS, DQ, IQ, OQ, PQ protocols, reports, and risk assessments.
• Ensure equipment qualification aligns with data integrity requirements, regulatory guidelines, and internal engineering standards.
• Collaborated with vendors to negotiate timelines, troubleshoot complex equipment issues,and ensure timely delivery and qualification of critical QC instrumentation.
• Maintain equipment in a validated state throughout its lifecycle, including change control, periodic review, deviations, and CAPAs.
• Oversee change controls for new instrument installations and upgrades, accelerating implementation timelines by up to 25% through improved planning and coordination.
• Conduct on-site field work and inspections to verify equipment readiness and installation conformance.
• Collaborate with QC, QA, Engineering, and Validation teams to ensure compliant equipment operation and readiness for audits.
• Maintain high-quality, audit-ready documentation in accordance with GDP and cGMP principles

Key Responsibilities

1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
2. Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
3. Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
5. Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.

Skill Requirements

1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Levels.
2. Proficiency In Troubleshooting Techniques And Diagnostic Tools Relevant To Product Support.
3. In-Depth Knowledge Of Root Cause Analysis Methodologies And Preventive Measures.
4. Excellent Communication Skills For Effective Collaboration With Team Members And Customers.
5. Familiarity With Performance Metrics And Continuous Improvement Frameworks.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Relevant Product Support Or Technical Support Certifications (Optional But Valuable).