Senior Scientific Support Engineer - M-Star

What do we need

M-Star CFD is modern computational fluid dynamics (CFD) software that provides first-principles modelling tools for scientists and engineers, generating predictions that are functionally indistinguishable from measured data.

We are looking for a Senior Technical/Scientific Support Engineer to join our team.  The person in this role will grow into a trusted technical advisor and a M-Star CFD subject matter expert.  

This is a varied role covering Scientific Root Cause Analysis (RCA), advanced modelling and simulation demonstrations, presentations, customer success and technical support. As a senior individual contributor to the team, you will be a self starter and have the ability to work independently. 

This position provides training, mentoring, technical support, demos, advice and troubleshooting support for complex computational fluid dynamics (CFD) problems to a broad range of Engineers/Scientists/Customers across the EMEA region. 

Our customers are typically in high impact roles with leading pharmaceutical, biotechnology, contract research, chemicals and materials companies, and in academia.   A background within this space is important to understanding the latent needs of the customers and their questions.

This role will encompass some travel across Europe 

In this role you will get to:

• Create advanced fluid models for customers
• Create R&D simulations and process models
• in parallel with customers requirements/needs 
• to demonstrate new or existing capabilities of the software
• validate and extend the capabilities of the software
• Create and present demonstrations to new and existing customers
• Provide specialist application support and guidance on M-Star products across a broad customer base
• Manage complex customer cases, such as, development and validation of custom reaction models or the implementation of “sticky” solid within the DEM solids.
• Lead “Office Hours” for customers with multiple users
• Triage, respond, resolve, and escalate incidents and requests raised by customers and staff members in accordance with SOPs, Customer Service Level agreements and business needs
• Develop into our EMEA regional M-Star Subject Matter Expert 
• Create knowledge articles, publications and training documentations 
• Collaborate with team members and other internal and external teams to resolve or escalate complex technical issues and customer requests quickly and effectively
• Actively engage with product development and engineering teams and advocate for customers on product bugs and enhancements
• Identify support trends and suggest improvements to processes, policies, and products
• Maintain and update systems of record (e.g., Salesforce, JIRA, Confluence) as appropriate

We are looking for people who have a Master or PhD in Mathematics, Physics or Engineering along with a customer service mentality combined with technical know-how, as you will deal with scientists from a leading pharmaceutical, biotechnology, contract research & chemicals and materials companies. You will have a natural desire to troubleshoot technical issues, solve complex problems and enjoy working with cross functional teams to resolve incidents for our customers. You will have an understanding of life sciences, a strong aptitude drug discovery /development and/or manufacturing

The key skills we are looking for:

• Life Sciences/R&D/Pharmaceutical industry experience
• Advanced knowledge computational fluid dynamics (CFD)
• Transport Physics/Transport phenomena
• Process Modelling & Simulations 
• Working knowledge C++ 
• Advanced Python  
• Experience within a customer-facing role, preferably within the Life Sciences industry
• An ability to effectively manage multiple Case Resolution priorities, projects, and deadlines
• Working with Research Informatics software/tools

You may also have experience in:

• Digital Twin Technology
• SDLC and/or QMS methodologies and ITIL concepts
• GMP (Good Manufacturing Practice) 
• GLP (Good Laboratory Practice)
• Salesforce and/or JIRA
• Solid modelling program (e.g. NX, Solid Edge, SolidWorks)
• Experimental or plant level experience