Sr. Engineer, Front Line Application Support

$92,000 - $115,000/Yr

Bristol-Myers Squibb - Bothell, WA

Full-time - Mid Level

Bothell, WA

Chemical Manufacturing

About the position

Bristol Myers Squibb is seeking a highly skilled Sr. Engineer to join our Application Support Team. This role is pivotal in providing high-quality technical support to our site users, specifically focusing on two main applications: Emerson Syncade and DeltaV. These platforms are essential for the Manufacturing Execution System at our manufacturing site. The successful candidate will engage with a remote team of engineers, ensuring they meet performance targets while identifying opportunities for process improvements. The Lead Engineer will work closely with the Sr. Manager Front Line Application Support to ensure the smooth operation of MFG support, maintaining direct communication with the remote site lead and approximately 8+ remote engineers. This position requires a proactive approach to problem-solving and the ability to develop and maintain relationships with key stakeholders. The Application Support Sr. Engineer will be responsible for triaging and providing technical support to users, developing strategies to enhance the quality and efficiency of support services, and leading meetings to represent the Front Line Support (FLS) team. The role also involves reporting on the performance of the application support team and ensuring compliance with relevant regulations and standards. The candidate will provide technical guidance and mentoring to team members, ensuring they are equipped with the necessary skills and knowledge to perform effectively. Additionally, the role includes documenting issues to build a knowledge base and participating in training and development activities to enhance skills and knowledge. This position offers a unique opportunity to work in a dynamic environment where you can make a significant impact on the lives of patients and the careers of those around you. The successful candidate will thrive in a collaborative setting, focused on continuous improvement and innovation in application support.

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.
• Document and record issues and escalations to help build a knowledge base, and escalate to the successful candidate as needed.
• 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 preferred. 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.
• Be experienced 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

• Medical, pharmacy, dental and vision care.
• Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP).
• Financial well-being resources and a 401(K).
• Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support.
• Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year's holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility.
• Parental, caregiver, bereavement, and military leave.
• Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources.
• Other perks like tuition reimbursement and a recognition program.