About the role

System Support Engineer providing technical support for automated equipment in laboratory settings. Join a team at Genpact dedicated to driving AI and digital innovation on a global scale.

Responsibilities

Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to ensure timely follow-up and resolution of all technical inquiries and product issues.
Supports the Technical Service telephone line by providing emergency technical assistance.
Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
Contributes to team goals and objectives through active participation.
Promotes Professional Services
Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
Attention to detail, superior interpersonal skills and good problem-solving skills
Troubleshooting hardware and software issues.
Upgrading systems to enable compatible software on all computers.

Experience working with computer networks and systems maintenance.
A+, Microsoft or Cisco accreditation advantageous.
Excellent written and verbal communication skills.
Proficient doing software installations and upgrades.
Knowledge of basic security concepts and best practices.
Recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.
Experience servicing medical devices and equipment required.
Experience servicing robotics systems required.
Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
Experience with PC assembly, upgrades and repairs is highly desirable.
Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.

Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
Make an impact – Drive change for global enterprises and solve business challenges that matter
Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress