Lab IT Product Specialist

Posted 14 October 2021
Job type Permanent
Contact NameDaniel Wallace

Job description


Telephone Support

  • Engage in telephone support.
  • Respond within pre-defined KPI time scales.
  • Accurate and timely electronic call recording and logging.
  • Utilise remote access applications where appropriate, abiding by rules governing its usage.
  • Call data accuracy
  • First Time Fix Rate

Customer Training

  • Administer and deliver customer training courses in-house.
  • Administer and deliver customer training courses in laboratory.
  • Administer and deliver customer bespoke training courses.
  • Continually update training course material to reflect new practice


  • Ensure all quality documents are completed according to the required standard.
  • Create and update as required documentation relating to training, installations, SOPs and regulatory issues.
  • Update CRM software as needed.
  • Plan installations and instrument software upgrade schedules


  • TCP/IP awareness
  • Experience of Remote IT Support
  • At least 2 years’ experience working within a blood sciences laboratory
  • Customer focus
  • Technical and logical problem-solving capability.
  • Reading and understanding of scientific and/or technical documentation.