Product Support Specialist

We are seeking a Support Specialist to join our growing technical team. This is a customer-facing, hands-on role supporting the installation, configuration, validation and everyday use of LabLogic's chromatography (Laura) and LIMS (PETra / SPECTra) platforms. As part of this role, you will work closely with pharmaceutical, PET radiopharmacy and research customers operating in highly regulated environments.

We're looking for someone who is passionate about their work, takes ownership and shows initiative. The ideal candidate consistently follows through on tasks, is proactive and resilient when facing challenges, and is motivated to continuously improve both themselves and the systems around them.

This role is a full time, office-based position. The successful candidate must be in commutable distance to either our Bath Spa office (12 Charlotte St, Bath, BA1 2NE) or our Sheffield office (Innovation House, 6 Europa View, Sheffield, S9 1XH). This role will involve regular UK travel and occasional European and worldwide travel to customer sites.

This position would be ideal for those with a technical application support background with experience supporting laboratory systems, or a laboratory scientist (with a HPLC/GC/chemistry background) who has a strong IT aptitude and an interest in software systems and instrumentation integration., * Provide helpdesk-based support via ticketing system, email and phone.

• Deliver remote troubleshooting for software and instrument integration issues.
• Install and configure LabLogic software and supporting systems (MS SQL Server, Windows Server etc.).
• Support integration with analytical instrumentation.
• Assist with instrument communication troubleshooting (RS232, USB, Ethernet, COM ports, driver configuration).
• Provide onsite installation support and customer training.
• Assist with database configuration, upgrades and system migrations.
• Develop and maintain technical documentation, help guides and FAQs.
• Support validation activities (IQ/OQ/PQ) within highly regulated environments.

The above list is not exhaustive and, as such, you may be required to undertake other duties as appropriate.

• Strong troubleshooting and analytical skills.
• Ability to work well as part of a team and within an ISO 9001 Quality environment.
• Experience with Hardware and Software support.
• Ability to manage own workload and prioritise calls.
• Good communication skills (written, phone and in person).
• Excellent IT skills (MSSQL/Oracle/Windows Server/Windows Desktop).

Desirable

• Experience within a laboratory environment and/or software development environment.
• Experience integrating instruments via serial/USB/Ethernet connections.
• Knowledge of Oracle databases.
• Understanding of GMP, GAMP or regulated software validation.
• Experience delivering customer training.
• Full UK driving license.