Field & In House Customer Support Specialist

2 weeks ago

Dublin, Ireland Charles River Laboratories, Inc. Full time

For nearly 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

Job Summary

Participate fully in the  training program plan, followed by observing and gaining experience in managing the day-to-day tasks. Work closely with your direct manager to ensure your training is progressing well. Be proactive in your approach, so you can recognise and communicate to your manager, when there are knowledge gaps and when more training is required.

 

Essential Duties and Responsibilities:

  • The ability to deliver the necessary services and support as outlined by the technical skill set at the conclusion of the program.
  • Understand who the commercial team are in your region and begin to build a solid relationship to support revenue growth.
  • Work on customer activities in your area to help the business achieve its overall objectives and increase revenue. 
  • Acquire the ability to gather customer insights and make sure that all pertinent data is distributed to the relevant stakeholders
  • Co-ordinate tasks with colleagues in the Instrument Service Dept, Field Customer Support team along with the overall Customer Care organisation to guarantee that procedures are synchronized to satisfy the needs of both the business and customers.
  • Ability to communicate and build relationships with teams and individuals, cross functionally. Ensure that all issues are understood and communicated so that the appropriate support can be provided to our customers.
  • Provide support and ensure ongoing communication with all stakeholders to ensure all goals can be achieved.
  • Fully utilise the software tools provided to you by the company so that you can provide an excellent service to our customers and all relevant data to the business.
  • Create, develop, and continuously improve SOP's related to the Instrument Service Depot and consult with QA when necessary.
  • Be able to analyse situations and use own judgment when solving technical problems independently.
  • Responsible for documentation in accordance with company policies, cGMP and FDA.
  • Assist Technical Services on customer hardware issues.
  • Perform and assess data entry into software program to track machine repairs.
Job Qualifications
  • Diploma or Degree or equivalent in Engineering.
  • Established track record of related experience (Field Service, Instrument Service); or equivalent combination of education and experience.      
  • Ability to to manage daily schedule, trips, and administrative tasks independently and work in a fast-paced environment.
  • 80 percent working inhouse at our instrument service Dublin Dept, 20 percent visiting customers in the field. This can be subject to change as the business requires.

About Microbial Solutions
Our Microbial Solutions business group has a  comprehensive portfolio of endotoxin testing, microbial detection and microbial identification products and services is unlike any other, and has been purposefully designed to meet the complex and ever-changing needs of the industry. We help clients to ensure product safety and quality with easy-to-use yet robust testing solutions that satisfy regulatory requirements, support critical decision making and improve operational efficiencies.

 

About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

 

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. 

 

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.

 

At Charles River Laboratories, we recognize and recruit all talent. We are a company committed to the principle of diversity and inclusion and work daily in this direction.

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