Product Support Specialist (United States)

The Company

LabLogic Systems is a leading supplier and manufacturer of instrumentation and software to the pharmaceutical, nuclear medicine and radiation safety sectors. We have over 40 years’ experience and expertise in providing solutions within highly regulated environments. Many of LabLogic’s solutions are the industry standard and can be found in over 50 countries around the world. Our products enjoy the highest reputation for providing compliance, reliability and ease of use.

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.

The Role

Due to the success of PETra, our market leading LIMS software for radiopharmaceutical production, we are currently seeking a new support person to join our team.

We are seeking a Product 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.

We’re looking for someone who is passionate about their work, takes ownership and shows initiative without needing direction. 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. You will work closely with pharmaceutical, PET radiopharmacy and research customers operating in highly regulated environments.

This role will be based remotely. Due to the level of interaction required with our UK-based team, this role is not suitable for candidates based in the Pacific Time zone.

Key Responsibilities

• Provide helpdesk support and remote troubleshooting for software issues and instrument integration
• Install and configure LabLogic software and associated systems, including database setup, upgrades, and migrations
• Support instrumentation and resolve communication issues (e.g., RS232, USB, Ethernet, COM ports, drivers)
• Deliver onsite installation support and customer training
• Assist with system validation processes, including IQ (Installation Qualification), OQ (Operational Qualification), and PQ (Performance Qualification)
• Develop and maintain technical documentation, including user guides, help resources, and FAQs

Requirements

Essential

• Excellent IT skills including MSSQL, Oracle, Windows Server and Windows Desktop
• Experience in hardware and software support
• Strong troubleshooting and analytical skills applied to diagnosing and resolving technical issues
• Ability to manage workload effectively and prioritise support calls in a fast-paced environment
• Good communication skills across written, phone and in-person interactions
• Ability to work collaboratively as part of a team within an ISO 9001 quality environment

Desirable

• Experience within a laboratory environment and/or software development environment
• Experience integrating instruments via serial/USB/Ethernet connections
• Understanding of GMP, GAMP or regulated software validation
• Experience delivering customer training
• Computer Science/ Medical background
• General knowledge of coding

Benefits

This position offers a salary range of $50,000-$70,000 per year, depending on skills, experience, qualifications, and overall fit for the role. In addition, we offer an excellent benefits package including a 401(k) with company match, comprehensive medical, dental, and vision insurance, and 21 days of paid vacation annually, in addition to company holidays.

With an expanding organization, there are substantial growth opportunities for high performers.