Field Support Specialist

Job not on LinkedIn

September 24

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 Field Service Engineer

🦅 H1B Visa Sponsor

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Rapid Micro Biosystems

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Biotechnology • Pharmaceuticals • Science

Rapid Micro Biosystems is a company focused on revolutionizing quality control microbiology testing through its innovative solutions like the Growth Direct System. The company offers a range of services and technologies including process automation, rapid detection, data collection and reporting software, and various validation services. Their systems enable efficient environmental monitoring, sterility testing, bioburden testing, and water testing, with a focus on reducing human error, improving data integrity, and promoting cost savings. Rapid Micro Biosystems aims to transform the QC micro labs by providing automation that allows faster and more accurate microbial testing results, thereby optimizing laboratory operations and ensuring compliance with regulatory standards.

51 - 200 employees

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

💰 $81M Private Equity Round on 2021-03

📋 Description

• Provide first-line remote technical support for Growth Direct™ system robotic, software, imaging, and microbial related issues • Manage customer complaints per SLAs, Escalation Processes, and with Field Service Engineer coordination as needed • Case management within the Customer Relation Database, inputting pertinent information that includes date stamps, symptoms, investigation details and the resolution • Provide support for issues encountered during validation activities (IQ/OQ/PQ) and LIMS software platform integrations • Initiating and recommending product design change/improvement from customer data collected • Develop and maintain technical documentation • Complete all necessary training on time to meet Quality requirements • Perform backup coverage for Order Management as needed • Support customers by participating in the weekend and holiday coverage rotation, ensuring new issues are acknowledged and urgent cases addressed promptly.

🎯 Requirements

• Provide first-line remote technical support for Growth Direct™ system robotic, software, imaging, and microbial related issues • Manage customer complaints per SLAs, Escalation Processes, and with Field Service Engineer coordination as needed • Case management within the Customer Relation Database, inputting pertinent information that includes date stamps, symptoms, investigation details and the resolution • Provide support for issues encountered during validation activities (IQ/OQ/PQ) and LIMS software platform integrations • Initiating and recommending product design change/improvement from customer data collected • Develop and maintain technical documentation • Complete all necessary training on time to meet Quality requirements • Perform backup coverage for Order Management as needed • Support customers by participating in the weekend and holiday coverage rotation, ensuring new issues are acknowledged and urgent cases addressed promptly. • Demonstrated ability to read, comprehend, and interpret technical documentation, including organizational and instrument procedures, and those from customer/regulatory agencies • Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions • Experience with SQL queries and data analysis preferred • Well-developed and professional output of written and spoken communications in English • Strong customer service soft skills with ability to handle challenging situations professionally • Strong team player with a collaborative mindset • Computer/Microsoft Office proficiency • Experience with remote support tools, CRMs, and virtual collaboration platforms • Regularly makes decisions autonomously with limited guidance/supervision required • Experience working directly on software-controlled laboratory instruments • Previous experience in technical support with well-developed professional customer handling skills • Knowledge of computer networking, internet protocols, and system administration • Demonstrated experience working in ISO or GMP controlled environments • Understanding of pharmaceutical QC applications: environmental monitoring, water testing, bioburden, sterility preferred • Understanding of 21 CFR Part 11, EU and US GMP, and ALCOA+ data integrity principles preferred • Experience working with LIMS platforms (LabWare, Sample Manager LIMS, MODA, or similar) preferred • Knowledge of Pharmaceutical Microbiology a plus • Minimum of technical degree in Life Sciences, Microbiology, Computer Science, Engineering or equivalent experience; bachelor's degree preferred • Must have valid driver's license and passport

🏖️ Benefits

• Remote position primarily supporting US based customers during Eastern business hours. • Candidates residing near our Lowell or Lexington, Massachusetts offices may elect to work on-site. • Occasional travel to US - HQ for training and/or customer sites within US required (5% travel) • Working outside of business hours may occur for critical customer issues • Must have valid driver's license and passport