Lead, Production Support

3 months, 3 weeks ago
Full-time
Lead
Customer and Technical Support
endpoint Clinical

endpoint Clinical

endpoint Clinical specializes in providing interactive response technology (IRT) systems that streamline clinical trial management for the life sciences industry, enabling study administrators to efficiently adjust parameters and manage clinical suppli...

Pharmaceuticals
251-1K
Founded 2009

Description

  • Supervise and guide the Production Support team in day-to-day operations, including scheduling, task assignment, and workload management.
  • Act as a contact for department management on critical issues and special client considerations.
  • Serve as a point of escalation for support issues that require additional research, troubleshooting, or senior review.
  • Maintain in-depth knowledge of study functionality to ensure data changes do not affect system integrity or functionality.
  • Draft, modify, and execute SQL scripts and queries for database updates, reporting, and data verification.
  • Review ticket quality, change requests, and data change requests for clarity, completeness, impact, and adherence to standards.
  • Provide support, training, mentoring, and development opportunities to junior team members.
  • Create and maintain knowledge base articles, tools, and production support best practices.
  • Identify and implement process improvements that increase efficiency, client satisfaction, and risk mitigation.
  • Participate in performance management, team meetings, and support coverage as needed, including weekends and holidays.

Requirements

  • 10+ years of experience in a user-facing role with troubleshooting assistance and technical support via phone and email.
  • 3-4+ years of experience in the clinical trials industry.
  • Support management experience preferred.
  • Proven experience with SQL scripts, complex queries, and stored procedures.
  • Advanced knowledge of Microsoft Office applications, including Outlook, Word, Excel, Visio, and PowerPoint.
  • Proven leadership and mentoring skills.
  • Ability to set individual and team goals and follow through to achieve them.
  • Ability to handle multiple tasks in a deadline-oriented production environment.
  • Ability to work independently with minimal supervision and troubleshoot customer issues to determine root cause.
  • Strong interpersonal, organizational, time management, and attention-to-detail skills.

Benefits

  • Remote work based in India.
  • Full-time employment.
  • Weekend and holiday coverage is part of the role.
  • Opportunity to work with internal study teams, external end users, and sponsors in a global life sciences environment.

Interested in this position?

Apply directly on the company website

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