Field Customer Support Specialist I

Charles River Laboratories; Charleston (SC); On-site; USD 80,000 - 90,000; Full time

Job summary

Charles River Laboratories is seeking a Field Customer Support Specialist to service Endosafe instruments across North America, including nexgen MCS, nexgen PTS, Bio Tek Elx808 plate reader, and endotoxin testing systems. The role covers on-site service, installations, maintenance, and validations at customer locations.

Requires engineering/chemistry/microbiology/biology background, 3+ years experience, ability to work from home-based office, and willingness to travel frequently.

Qualifications

• Qualification in Engineering, Chemistry, Microbiology, Biology or equivalent experience in the field.
• High level of technical ability and able to work under pressure.
• 3+ years of related experience.
• Ability to work from a home-based office.
• Frequent travel, sometimes with short notice.

Responsibilities

• Schedule and perform on-site service visits within an assigned region for product installations, annual qualification, routine preventive maintenance and analysis of product performance.
• Provide technical assistance and problem resolution to customers via telephone, email, or on-site communication.
• Complete all required field service activities and documentation as assigned based on specific product, customer and/or standard operating procedural requirements.
• Assisting field sales personnel in product demonstrations, new customer training, and product validations.
• Responsible for completing all service and compliance documentation as required by company policy, cGMP and FDA.
• Responsible for resolving client testing laboratory instrument service issues.

Skills

3+ years experience

Technical ability

Home-based office

Travel (frequent)

Education

Engineering

Chemistry

Microbiology

Biology

Job description

Job Overview

We are seeking a Field Customer Support Specialist for our Endosafe instruments: nexgen MCS, nexgen PTS, Bio Tek Elx808 plate reader, PRS-3, LAL endotoxin, BET (Biological Endotoxin Testing) within our Microbial Solutions business covering North America.

Provide customer-facing technical repair and maintenance services for endotoxin, and microbial detection laboratory instruments on site at customer locations.

• Schedule and perform on-site service visits within an assigned region for product installations, annual qualification, routine preventive maintenance and analysis of product performance.
• Provide technical assistance and problem resolution to customers via telephone, email, or on-site communication.
• Complete all required field service activities and documentation as assigned based on specific product, customer and/or standard operating procedural requirements.
• Assisting field sales personnel in product demonstrations, new customer training, and product validations.
• Responsible for completing all service and compliance documentation as required by company policy, cGMP and FDA.
• Responsible for resolving client testing laboratory instrument service issues.

Qualifications

The following are minimum qualifications related to the Field Customer Support Specialist for our Nexus Robot and Endosafe range:

Qualification in Engineering, Chemistry, Microbiology, Biology or equivalent experience in the field

• High level of Technical ability and able to work under pressure
• 3+ years of related experience
• Ability to work from a home-based office
• Frequent travel, sometimes with short notice

The pay range for this position is $80,000 to $90,000. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, and location.

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 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. And in 2019, revenue increased to $2.62 billion.

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 supported the development of 80% of the drugs approved by the FDA in the last five years.

We’re committed to providing benefits that elevate your quality of life. Based on your position these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran or disability status.

It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall subject to criminal penalties and civil liability.