Product Support Specialist

Product Support Specialist

Job Title: Product Support Specialist

Type of company: An established international provider of specialist software and instrumentation to the pharmaceutical, nuclear medicine and radiation safety sectors.

Package: $50,000-$70,000 plus 401(k) company match, medical, dental and vision insurance, 21 days' paid vacation and company holidays.

Everything you need to know about the role:

This is a remote, customer-facing position supporting the installation, configuration, validation and day-to-day use of specialist chromatography and LIMS software used within PET radiopharmacy, pharmaceutical and research environments.

This is not a standard IT helpdesk role. You will need hands-on experience connecting laboratory equipment to computers, diagnosing communication issues and working with customer IT teams to install software and configure databases. The role involves regular travel to customer sites across the US, with some international travel. Travel is expected to be around 50% longer term, although trips may be more frequent while the team grows and all business travel expenses are reimbursed.

You will:

• Provide remote helpdesk support and troubleshoot software, database and instrument-integration issues.
• Install and configure specialist software, including SQL database setup, upgrades and migrations.
• Connect laboratory equipment to computer systems and resolve issues involving RS232, USB, Ethernet, COM ports, cables and drivers.
• Work directly with customer IT teams to resolve infrastructure and access requirements.
• Support onsite installations, customer training and regulated system validation, including IQ, OQ and PQ activities.
• Create and maintain technical documentation, user guides, help resources and FAQs.
• Prioritise competing support requests and take ownership of issues through to resolution.

Experience and qualities that make you a strong fit:

• Experience working in a laboratory, radiopharmacy, or pharmaceutical company
• Practical hardware and software support experience, ideally involving equipment or instruments connected to computer systems.
• A proven ability to diagnose communication, cabling, port, driver and connectivity issues.
• Strong analytical and troubleshooting skills, with the resilience to work through complex technical problems.
• Clear written, telephone and face-to-face communication skills in a customer-facing environment.
• Strong hands-on IT skills across Windows Server, Windows Desktop and SQL databases, including MSSQL; Oracle knowledge is also relevant.
• Willingness to travel regularly and work in PET radiopharmacy environments where radiation is present, although you will not handle radioactive materials directly.

Preferred:

• Understanding of GMP, GAMP or regulated software validation.
• Experience delivering customer training.
• A Computer Science, medical or related technical background, and/or general coding knowledge.

What’s on offer:

• A fully remote base when you are not travelling to customer sites.
• The opportunity to work with specialist technology used in a growing PET and radiopharmaceutical market.
• International customer exposure and substantial progression opportunities within an expanding organisation.
• A comprehensive benefits package and reimbursed business travel expenses.

Could this be the role for you?

If this opportunity sounds like a good fit, please apply or get in touch to find out more.

Unless otherwise stated, if applying for a job within the UK or European Union, you must ensure that you are already authorised to work there.
Carrot Life Sciences acts as an Employment Business and an Employment Agency on behalf of our client in recruitment for this role.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression.

If there are any arrangements or adjustments we can make to assist you at interview then please let us know and we’ll be more than happy to assist.