Product Support Specialist

The Company

At LabLogic Systems Ltd, we're pioneers in the Life Science, PET/Nuclear Medicine, and Radiation Safety sectors. We're committed to excellence, delivering high-quality products and service while fostering a positive work culture grounded in our core values: Passionate and driven, Everyone is accountable, Respectful and inclusive, Family atmosphere, Efficient, Customer-focused, and Trustworthy. Recently, the LabLogic Group was honoured with the prestigious King’s Award for Enterprise in International Trade and achieved the Investors In People Gold accreditation, affirming our commitment to creating an exceptional workplace. Join us in a collaborative, supportive team, where benefits like our annual Center Parcs trip promote positive working relationships. LabLogic Systems Ltd is not just a workplace; it's a rewarding journey in a globally acclaimed organisation.

The Role

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.

Responsibilities

• 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.

Requirements

Essential

• 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 licence.

What we offer

• Career development and professional growth opportunities.
• Competitive salary.
• You will receive all bank holidays plus 24 days holiday per year (increasing over service) + additional day off over Christmas.
• UK team building weekend at Center Parcs for employees and their families to attend.
• Private medical insurance with BUPA.
• Scottish Widows pension scheme.
• Death in service policy.
• Cycle to work scheme.
• Access to gym facilities.