Job Summary:
We are looking for a skilled Empower Support Engineer to provide technical support, troubleshooting, and system maintenance for Waters Empower Chromatography Data System (CDS). The ideal candidate will have hands-on experience with Empower 3, strong problem-solving abilities, and an understanding of laboratory workflows and compliance requirements within regulated environments (e.g., GMP/GLP).
Key Responsibilities:
* Provide front-line support for issues related to the Waters Empower 3 system used in analytical laboratories.
* Troubleshoot software, hardware, and data acquisition issues related to chromatography systems.
* Work closely with IT, Quality, and Lab teams to resolve system errors, user issues, and data integrity concerns.
* Perform system configurations, user account setup, and role-based access control in compliance with data security standards.
* Coordinate with Waters support team for advanced troubleshooting and escalation.
* Assist in validation and qualification of the Empower CDS system (IQ/OQ/PQ).
* Support instrument integration, configuration, and connectivity with Empower.
* Document issues, resolutions, and support activities in ticketing systems (e.g., ServiceNow, Jira).
* Train end users on Empower usage and SOPs where required.
* Participate in periodic system upgrades, patches, and change controls in a validated environment.
* Maintain compliance with GxP regulations, 21 CFR Part 11, and company SOPs.
Required Skills & Experience:
* 4+ years of experience supporting Empower 3 CDS in a GMP-regulated lab.
* Solid understanding of chromatography (HPLC/GC) systems and their operation.
* Familiarity with laboratory instruments and data acquisition interfaces.
* Experience working in pharma, biotech, or similar highly regulated environments.
* Knowledge of validation and change control processes.
* Excellent troubleshooting and analytical skills.
* Strong communication and stakeholder management skills.
Preferred Qualifications:
* Bachelor's degree in Computer Science, Chemistry, Life Sciences, or a related field.
* Experience working with Waters systems and lab informatics platforms.
* Knowledge of LIMS systems and network integration is a plus.
* ITIL or GAMP5 knowledge beneficial.