Field & Inhouse Instrument Customer Support

Location:

(D09) Dublin, Leinster, Ireland

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Secretarial, Office & Administration Jobs

Other Industries & Skills: 

Education & Training, Engineering, Health, Nursing & Social Services, Information Technology, Science

Advertiser:

Charles River Laboratories, Inc.

Job ID:

131435864

Posted On: 

20 December 2024

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

We are looking for a Field & Inhouse Instrument Customer Support Specialist to join our Microbial Solutions division. This will be a hybrid role, approx. 80% at our Dublin Instrument Service site and 20% at customer sites. This role will involve supporting our inhouse instrument service department and as a member of the Field Customer Support team (Field Service team), you will also provide assistance with the service, repair, and calibration of the CRL range of medical device instruments at our customers sites as business needs arise. This is subject to change due to business needs.

Reporting to the Regional Field Customer Support Manager and supporting the Customer Care organization, you will play a vital role in offering our customers exceptional support both Inhouse and in the field working on medical devices. Your focus will always be on our customers ensuring that they have the capability to utilize our products fully. Having a customer centric mindset is one of the key attributes to being successful in this role.

Essential Duties and Responsibilities:

-Support customer activities in your area to help the business achieve its overall objectives and increase revenue while guaranteeing our customers business continuity.
-Collate customer insights and make sure that all pertinent data is distributed to the relevant stakeholders.
-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.
-Fully utilize 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 site in line with cGMP and FDA
-Be able to analyse situations and use own judgment when solving technical problems independently.
-Assist Technical Services on customer hardware issues involving the customer’s medical devices.
-Perform and assess data entry into software program to track machine/medical device repairs.
-Ensure adherence to regulatory requirements and to departmental policies, practices, and procedures (SOPs, safety procedures and protocols).
-Responsible for documentation in accordance with company policies, cGMP and FDA.
-Build strong relationships cross functionally to support the achievement of the overall business objectives.
-Adhere to the company travel policy when required to travel on business.
-Willingness to be flexible to suit our customers and business needs.

The following are minimum requirements related to the Field & Instrument Customer Support Specialist position. 

-Diploma or Degree or equivalent in Engineering.
-4+ years 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.

Job Qualifications

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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