Technical Support Specialist II

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 Responsible for providing exceptional customer support to global customers. Primary contact for customers seeking in depth technical information related to comprehensive service offerings and test results. Responsible for ascertaining sample information details from customers and making recommendations for best solutions based on customer needs. Respond to customer inquiries related to internal sample processing of standard offerings, in depth understanding of sample identification reports and comparison reports. Essential Duties And Responsibilities Maintain a comprehensive working knowledge of the identification and characterization services offered by Accugenix as well as commercial-off-the-shelf identification systems and competing service labs offering comparable services. Be able to employ this knowledge to the benefit of the customer during ad-hoc interactions. Provide comprehensive support covering North American, and global territories to customers and internal stakeholders as assigned. Engage in routine written and oral communications with customers during which comprehensive technical support is provided in a timely, efficient, and knowledgeable manner. Educate customers to promote their overall knowledge of the identification and characterization services offered. This includes but is not limited to discussions related to the types of services offered, the advantages and limitations of each; turn-around time options; test pricing; proprietary library inclusions, sample shipment requirements; sample condition requirements; identification report content and interpretation guidelines. Support technical trainings to internal stakeholders and customer communication trainings. Initiate dialogue with customers when sample questions or concerns are noted in the discrepancy management system. Expedite resolution so that testing delays are kept to a minimum. Engage Account Managers when customers express any dissatisfaction with the services received. Elevate concerns to Regulatory Compliance/Quality, Sr. Technical support, and/or management, for follow up and initiate and support investigation of complaint if warranted. Continuously monitor and review LIMS and associated reports to ensure test results are released to customer in accordance with the specified due date. Conduct comprehensive, technical review of completed jobs to ensure all testing was conducted in accordance with customer expectations. Contribute to customer satisfaction by meeting qualitative objectives. Support actionable special requests made by customers extraneous to standard sample processing and sample ID report content. Maintain log of customer communications through LlMS, SFDC and other information management tools. Support advanced use, and enhancements, of these systems. Collaborate with marketing to ensure customer information is captured in CRM system. Perform database management related customer data entry. Maintain special customer handling database. Maintain Knowledgeable about regulatory requirements. Serve as liaison between customers, sales, marketing, quality, data review, laboratory management and R&D to ensure customer expectations are being met. Provide support for new product offerings. Adhere to work procedures and processes that support company and departmental standards, procedures, and strategic directives. Comply with all aspects of laboratory safety, safety stations, safety manual, safety SOP and MSDS/SDS sheets. Follow all company SOPs and comply with internal Quality System & cGMP standards. Qualifications Education: Four (4) year degree or three (3) years or more related experience in the customer support or scientific field Experience: Three or more years in a customer facing or technical support role. Must have working knowledge of general microbiological concepts. Excellent written and verbal communication skills. Technical writing skills preferred. Large LIMS database experience a plus. Must be proficient in MS Word, Excel, and Outlook. An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Certification/Licensure: None Other: Fluent in understanding and writing English. Working knowledge of all Accugenix product lines and Quality System is a plus. Must have excellent customer relations and phone skills. Must be able to handle multiple projects and details simultaneously within a fast-paced work environment. Requires self-direction, tact, diplomacy, and a courteous and professional manner when dealing with the public. The pay for this position is $55,000. 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 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 View email address on click.appcast.io. 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 #J-18808-Ljbffr Charles River Laboratories