Empower Support Engineer

4 weeks ago

Cork, Ireland Westbourne IT Global Services Full time

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.

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