Senior Service Delivery Engineer

Sumitomo Pharma Senior Service Delivery Engineer in Saint Paul, Minnesota Sumitomo Pharma Co., Ltd. is a global pharmaceutical company based in Japan with key operations in the U.S. (Sumitomo Pharma America, Inc.), Canada (Sumitomo Pharma Canada, Inc.) and Europe (Sumitomo Pharma Switzerland GmbH) focused on addressing patient needs in oncology, urology, women's health, rare diseases, psychiatry & neurology, and cell & gene therapies. For more information on SMPA, visit our website here or follow us on LinkedIn here . Job Overview We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Senior Service Delivery Engineer. This person should have a strong understanding of 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. Job Duties and Responsibilities Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. Identify opportunities for automation, and assist with the development of automation systems 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/troubleshooting equipment. Ownership of small projects. Must be familiar with CAPAs, deviations, and change control protocols. Provide Tier 1, Tier 2, and Tier 3 support to our users via phone, email, and computer chat. Field incoming requests to the Service Desk via ServiceNow assignment group, e-mail, and in person, to ensure courteous, timely and effective resolution of end user issues. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications utilizing remote desktop application tools, as required. Perform preventative maintenance, including checking and cleaning 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 requests. Available nights and weekends for on-call rotations or emergencies. Travel 10% to other offices when required. Ability to work independently on projects with applicable client stakeholders in Validation, Quality Assurance, Manufacturing, Maintenance, and other relevant personnel. Key Core Competencies Ability to work independently on projects with applicable client stakeholders in Validation, Quality Assurance, Manufacturing, Facilities, and other relevant personnel. Build relationships and rapport with key internal and customer contacts. Keen ability to recognize trends in incidents. Ability to clearly present complete problem details and propose recommended solutions to management. Understanding of importance of and compliance to Security and Compliance in IT environments. Education and Experience BS in Information Technology or related field. 5+ years of experience working within a GMP or highly regulated engineering environment. Experience working with multi-tiered ticket handling/resolution systems. Knowledge of basic computer hardware, including Lenovo Laptops and docking stations. Experience with desktop and server operating systems, including Windows 10 and Server 2012+ Applications: Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly. Strongly motivated, well-organized, and shows professional initiative. Ability to work in a fast-paced and challenging environment. Excellent organization skills with the ability to manage multiple tasks simultaneously. Exceptional written and oral communication skills. The base salary range for this role is $107,200 to $134,000. Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus additional time off for a shut-down period during the last week of December, 80 hours of paid sick time upon hire and each year thereafter. Confidential Data : All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential. Compliance : Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sumitomo Pharma America (SMPA) and affiliates are carried out with the "best" industry practices and the highest ethical standards. Mental/Physical Requirements : Fast-paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time. Sumitomo Pharma America (SMPA) is an Equal Employment Opportunity (EEO) employer Qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. #J-18808-Ljbffr

Created: 2025-03-05