Automation Technical Application Specialist
europe
Providing groundbreaking technology and products to support biomanufacturing companies
The client
Rapid Micro Biosystems
Rapid Micro Biosystems creates, sells, validates, and services innovative products for fast, accurate, and efficient detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products. The company’s Growth Direct™—the first and only growth-based system to automate rapid compendial QC Micro testing—ensures data integrity, compliance, and operational efficiencies driven by rapid methods and automatiRapid Micro Biosystems is headquartered in Lexington, Massachusetts.
Q1 / Q2
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About this role
As the Technical Support Specialist you would be responsible for providing remote technical support for Growth Direct™ systems to meet or exceed customer expectations across the European market. This position requires advanced problem-solving skills, both technically and in handling customer situations in pharmaceutical quality control environments. As a trusted resource, you would work autonomously to troubleshoot complex issues, ensure adherence to Service Level Agreements, and document cases in the Customer Relationship Management (CRM) database.
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Who are we looking for...
- 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.
- Computer/Microsoft Office proficiency.
- Experience with remote support tools, CRMs, and virtual collaboration platforms.
- Professional email etiquette and remote communication skills.
- 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 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.
- Additional EU language skills (German, French) preferred.
what you can expect...
- Provide first-line remote technical support for Growth Direct™ system robotic, software, imaging, and microbial related issues.
- Process 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.
