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Field & In House Customer Support Specialist

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Charles River Laboratories

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Engineering
  • Dublin

AI generated summary

  • You should have a diploma/degree in Engineering, relevant experience in Field/Instrument Service, and the ability to manage a schedule independently in a fast-paced environment.
  • You will train in customer support, liaise with commercial teams, gather insights, coordinate tasks, resolve technical issues, document processes, and improve SOPs while using company software effectively.

Requirements

  • 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 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.

Responsibilities

  • 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.
  • 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.

FAQs

What is the location of the Field & In House Customer Support Specialist position?

The position is located in Dublin, Leinster, Ireland.

What are the working hours for this role?

This is a full-time position, with approximately 80% of the work performed in-house and 20% visiting customers in the field.

What qualifications are required for this job?

A Diploma or Degree in Engineering or equivalent experience is required, along with a track record of related experience in Field Service or Instrument Service.

Is training provided for this role?

Yes, there will be a training program in place to help you manage day-to-day tasks and develop the necessary skills.

What percentage of fieldwork is involved in this role?

The role involves approximately 20% fieldwork, subject to change based on business needs.

What kind of services will I be providing in this position?

You will deliver customer support, gather customer insights, coordinate tasks with teammates, and assist with technical issues.

Are there opportunities for career growth in this role?

Yes, Charles River supports building a career that you can feel passionate about, with opportunities for development and advancement within the organization.

Does this position involve documentation responsibilities?

Yes, you will be responsible for documentation in accordance with company policies, cGMP, and FDA regulations.

What kind of teams will I be collaborating with?

You will work closely with the commercial team, Instrument Service Department, Field Customer Support team, and other stakeholders.

Is there a focus on diversity and inclusion at Charles River?

Yes, Charles River is committed to diversity and inclusion and actively works in this direction.

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Charles River Laboratories

Together, We Create Healthier Lives

Science & Healthcare
Industry
10,001+
Employees
1947
Founded Year

Mission & Purpose

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 guides 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. #DrugDiscovery #Biotech #Biotechnology #Pharmaceuticals #CRL