LabLogic Systems
Product Support Specialist
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Product Support Specialist
Support Specialist – Software & Instrumentation Integration
Location: Headquartered in Bath, UK (with commutable distance to either Bath Spa or Sheffield office) Employment Type: Full-time, office-based with regular UK and occasional international travel
About the Role & Company
LabLogic Systems Ltd is a global leader in Life Science, PET/Nuclear Medicine, and Radiation Safety, delivering high-quality chromatography (Laura) and LIMS (PETra / SPECTra) solutions. Dedicated to excellence, we uphold core values:
- Passionate and driven
- Everyone is accountable
- Respectful and inclusive
- Family atmosphere
- Efficient & customer-focused
- Trustworthy
Recently, we’ve been recognised with:
- King’s Award for Enterprise in International Trade
- Investors In People Gold accreditation
We foster a supportive, collaborative environment with unique employee perks: ✔ Annual Center Parcs weekend retreat for teams and families ✔ Comprehensive benefits for long-term growth
Join our technical team in a stimulating, dynamic workplace!
About the Role
We’re seeking a Support Specialist to provide customer-facing, hands-on technical support across LabLogic’s chromatography and LIMS platforms. Your role will involve:
- Technical installation, validation, and user training in highly regulated pharmaceutical, PET radiopharmacy, and research environments.
- Proactive troubleshooting for software, instrumentation, and system integration challenges.
- Regulatory compliance support, including IQ/OQ/PQ validation activities.
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This is a full-time, team-driven position requiring UK commute access and a willingness for international travel.
Ideal profile: Technical application support professionals with lab instrument expertise (e.g., HPLC/GC Ebertise) or lab scientists with strong IT aptitude for software systems and instrumentation integration.
Responsibilities
Core Tasks (Customer & Technical Support)
- Helpdesk operations:
- Resolve support queries via tickets, email, and phone.
- Maintain remote troubleshooting for software, hardware, and integration issues.
- Onsite & remote system work:
- Install, configure, and validate LabLogic softwareplatforms (MS SQL Server, Windows Server, etc.).
- Troubleshoot instrument communications (RS232, USB, Ethernet, COM ports, device drivers).
- Support analytical instrumentation integration (serial/USB/Ethernet).
- Customer engagement:
- Deliver onsite support and training for new systems.
- Assist with database migration, upgrades, and user access configuration.
- Regulatory & documentation:
- Author technical documentation, FAQs, and help guides.
- Support validation activities (IQ/OQ/PQ) in compliance-heavy industries.
Note: Additional ad-hoc tasks may apply as needed.
Requirements
Essential Criteria
- Strong analytical & troubleshooting skills (troubleshooting as a major part of the role).
- Experience in hardware/software support (preferably with lab or industrial instrumentation).
- IT competency:
- Proficient in MSSQL/Oracle databases, Windows Server, and desktop environments.
- Self-managed workload prioritisation with clear communication (written, verbal, technical).
- GMP or GAMP awareness (desirable, but requirements section notes listed below).
- Full UK driving licence (for UK site visits and travel, onward optional).
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Desirable Attributes
- Classroom or on-site customer training experience.
- Practical knowledge of serial/USB/Ethernet instrumentation integration.
- Understanding of GMP/GAMP or regulated software validation (though a little information here, but check out the essentials list).
- Laboratory background supporting or validating analytical systems.
What We Offer
Compensation & Benefit Package
- Competitive salaries aligned to expertise.
- Generous leave entitlements:
- All UK bank holidays included.
- 24 paid days holiday per year, plus additional Christmas day.
- Holidays increase with tenure.
- Healthcare:
- UK-wide private medical insurance via Bupa.
- Pension scheme with Scottish Widows.
- Death in service insurance.
- Wellbeing & Perks:
- Cycle-to-work scheme.
- On-site gym access.
- Annual UK team retreat at Center Parcs.
Culture: A collaborative, family-friendly workplace where growth, trust, and excellence are prioritised. Join LabLogic for impactful work with real benefits.
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