Technical Support Specialist (Laboratory Informatics Kent Ridge)

[Job ID: 1641273]

Job Summary:

Provide regional technical support and training for laboratory informatics solutions across APAC markets.

Responsibilities:

• Strengthen technical support capabilities for laboratory informatics products across the APAC region through partners and subsidiaries
• Manage support and training activities for regional partners (excluding India)
• Provide timely and effective post-sales technical support for informatics software solutions
• Respond promptly to customer and partner inquiries, ensuring minimal downtime and fast issue resolution
• Proactively identify and resolve potential technical issues to enhance service reliability
• Maintain consistent turnaround times for support cases to ensure high customer satisfaction
• Deliver technical training to partners and customers, including preparation and updates of training materials
• Develop in-depth knowledge of software suite features, configurations, architecture, workflows, and updates
• Assess partner competency gaps and implement targeted training programs
• Update partners on new product features and enhancements to maintain technical readiness
• Create and maintain knowledge base documentation, including installation guidelines and troubleshooting materials
• Manage and optimize the usage of customer/partner support portals
• Apply system architecture and technology knowledge to support laboratory digitalization needs
• Collaborate with business teams on pre-sales technical queries and customer-facing discussions
• Develop solutions and strategies to improve service quality and operational efficiency

Requirements:

• Bachelors/Master’s degree in IT Computer Science/Chemistry/Biochemistry/Instrumentation or equivalent
• Minimum 3–5 years of experience in laboratory informatics systems such as CDS, SDMS, LIMS, or ELN
• Experience in installation, configuration, troubleshooting, and maintenance of CDS/SDMS applications
• Strong understanding of laboratory software workflows, regulatory compliance (e.g. USFDA, EU, PIC/S), data lifecycle management, and data integrity principles (ALCOA+)
• Foundational knowledge of Windows operating systems (servers, virtualization, networking) and databases (Microsoft SQL Server)
• Experience working in regulated environments such as pharmaceutical, medical device, or testing laboratories
• Willingness to travel regionally (approximately 20–30%) as required
• Background in software or IT service environments is an added advantage
• Knowledge of analytical instruments (e.g. HPLC, GC, LCMS, GCMS) is an added advantage
• Experience in computer system validation (CSV) or software validation is an added advantage

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