Field Support Specialist

Winning the race to bring new healthcare products safely to a waiting world drives Rapid Micro Biosystems (RMB) to combine today’s innovative technologies as never before. Your career at RMB puts you at the center of diverse global teams that span robotics, AI, Machine Learning, imaging, microbiology, and more, re-shaping how urgently needed pharmaceuticals are made, tested, and released for decades to come. The sky’s the limit.
Careers at RMB are fast-moving, with the high growth you’d expect from a world leader in microbiology automation. Advancement at RMB affords an opportunity to achieve your personal goals and develop your passions, in an inclusive environment where every employee has the resources and opportunities to hone their skills. You’ll do more, learn more, and have the ability to make a profound impact on our business.
The Field Support Specialist is responsible for providing remote technical support for Growth Direct™ systems to meet or exceed customer expectations across primarily the US market. This position requires advanced problem-solving skills, both technically and in handling customer situations in pharmaceutical quality control environments. The Field Support Specialist is an experienced professional with well-developed communication skills who has a full understanding of GxP practices, LIMS/QMS systems, and company policies. As a trusted resource, the Field Support Specialist works autonomously to troubleshoot complex issues while maintaining Service Level Agreements and documenting cases in Customer Relation Management (CRM) database. 

Primary Responsibilities

• 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.

Skills

• 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 

Knowledge

• 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 

Education

• Minimum of technical degree in Life Sciences, Microbiology, Computer Science, Engineering or equivalent experience; bachelor's degree preferred 

Environmental Factors

• 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 lice