Sr. Engineer Front Line Application Support

Bristol-Myers Squibb - Devens, MA

Full-time - Mid Level

Devens, MA

Chemical Manufacturing

About the position

Bristol Myers Squibb is seeking a highly skilled Sr. Engineer to join our Application Support Team. This position is pivotal in ensuring the smooth operation of our Manufacturing Execution System (MES) at the BMS manufacturing site, specifically focusing on two main applications: Emerson Syncade and DeltaV. The successful candidate will be responsible for fully engaging a remote team of engineers who will meet their performance targets by providing high-quality technical support to our site users. The Lead Engineer will also be responsible for identifying opportunities for process improvements, ensuring that the team provides high-quality support services, and meets its performance targets. In this role, you will work closely with the remote site lead and a team of engineers who provide 24/7 technical support for Emerson Syncade and DeltaV to our worldwide users. You will triage and provide technical support to user requests, develop and implement strategies to improve the quality and efficiency of the support services, and maintain relationships with key stakeholders. Additionally, you will lead meetings, report planned outages, and work with the Sr. Manager Front Line Application Support to develop and maintain policies and procedures for the application support team. The Application Support Sr. Engineer will also provide technical guidance, mentoring, and leadership to the application support team, ensuring that team members have the necessary skills and knowledge to perform their roles effectively. You will be responsible for documenting and recording issues, collecting feedback, and participating in training and development activities to enhance your skills and knowledge. This role requires a strong commitment to customer satisfaction and the ability to navigate complex technical challenges in a fast-paced environment.

Responsibilities

• Work in step with remote site lead and a team of engineers who provide 24/7 technical support of Emerson Syncade and DeltaV to our worldwide users, ensuring the team provides high-quality support services and meets its performance targets.
• Triage and provide technical support to our users' requests at site, with a focus on supporting Emerson Syncade and DeltaV.
• Develop and implement strategies to improve the quality and efficiency of the support services provided by the team.
• Identify opportunities for process improvements and automation, and work with Global Manager to implement these changes.
• Develop and maintain relationships with key stakeholders, including users and team managers.
• Lead Digital Plant Tier 1 meeting cadence, represent FLS in DP Tier 2 meetings.
• Report planned outages to site and represent site in planned outage planning meetings both globally and site specific.
• Work with Sr. Manager Front Line Application Support to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards.
• Work closely with Remote FLS Global Manager and report on the performance of the application support team, providing regular updates to senior management.
• Provide technical guidance, mentoring, leadership and support to the application support team, ensuring that team members have the necessary skills and knowledge to perform their roles effectively and the team members remain motivated and engaged.
• Develop and maintain knowledge of EMES infrastructure, Emerson Syncade Software and DeltaV, ensuring that you are up to date with the latest features and functionality.
• Participate in training and development activities to enhance your skills and knowledge.
• Collect feedback and voice-of-customer and share with internal teams.

Requirements

• BA/BS degree in Computer Science, Information Technology, Chemical Engineering or a related field. Associates or Technical degree or equivalent support/managerial experience will be considered.
• 4-6 years relevant experience preferred such as in a team lead/management application support capacity.
• Experience in providing technical support.
• Strong analytical, problem solving, and technical skills, preferably with a focus on Emerson Syncade and DeltaV, with the ability to identify, resolve, and log technical issues.
• Excellent communication in English and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• Ability to work independently and as part of a team.
• Strong attention to detail and ability to prioritize tasks.
• Willingness to learn and develop new skills.
• Demonstrated ability to collaborate across functions in a highly matrixed organization within a global setting.
• Experience in working with manufacturing platforms (i.e. Oracle or similar), looking for opportunities where the systems could improve business effectiveness and customer service.
• Strong problem solver and facilitator, especially in highly ambiguous situations.
• Experience in pharma manufacturing and technology sector.
• Experience working in a global environment with the ability to manage remote teams.

Nice-to-haves

• Ability to navigate ambiguity and solve problems in a fast-paced environment.
• Strong technology acumen and understanding of the intersection of business & IT related challenges.
• Ability to make complexities more easily understood through speech and written narrative, and possess excellent professional written and verbal communication as well as interpersonal skills.
• Strong developer of effective partnerships and relationships with all levels and geographies.
• Commitment and passion for achieving desired outcomes such as customer satisfaction (i.e., value, quality, speed and so on).
• Be well-organized, able to manage multiple tasks, and prioritize effectively.
• Possess patience and maturity and remain calm under pressure.
• Strong leadership and management skills, with the ability to motivate and engage a team.
• Display a sense of urgency in completion of key responsibilities.
• Possess attention to detail.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance plans.
• 401(k) retirement savings plan with company matching.
• Flexible work arrangements to promote work-life balance.
• Paid time off and holidays.
• Tuition reimbursement for further education.
• Employee assistance programs for mental health support.