Field Customer Support Specialist I

Charles River Laboratories, Inc.; Charleston, Northern (SC, KY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

401K

Paid time off

Stock purchase program

Health coverage

Wellbeing support programs

Work life balance flexibility

Job summary

Charles River Laboratories, Inc. is seeking a Field Customer Support Specialist to service Nexus Robot and Endosafe instruments across North America. The role involves on-site maintenance, installations, and preventive service visits with occasional travel to customer sites.

You will provide remote and on-site technical support, assist with product demonstrations and training, and ensure all service documentation complies with cGMP and FDA requirements.

Qualifications

• Engineering, Chemistry, Microbiology, Biology or equivalent experience in the field.
• 3+ years of related experience.
• Ability to work from a home-based office.
• Frequent travel, sometimes with short notice.

Responsibilities

• 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.
• Assist field sales personnel in product demonstrations, new customer training, and product validations.
• Complete all service and compliance documentation as required by company policy, cGMP and FDA.
• Resolve client testing laboratory instrument service issues.

Skills

Technical ability

Customer service

Education

Engineering

Chemistry

Microbiology

Biology

Tools

Endosafe instruments

Job description

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For 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 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.

The following are responsibilities related to the Field Customer Support Specialist:

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 areminimum qualifications related to the Field Customer Support Specialistfor 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 disabilitystatus.

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 be subject to criminal penalties and civil liability.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e‑mail message to [e-mail]. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

Nearest Major Market: Charleston South Carolina
Nearest Secondary Market: South Carolina
Job Segment: Pharmaceutical, Laboratory, Engineer, Scientific, Microbiology, Science, Engineering