Sr. Technical Support Specialist

Sr. Technical Support Specialist Req ID #:  119859 Location: 

Newark, DE, US, 19711 At Charles River, we are passionate about improving the quality of people’s lives. When you join our global family, you will help create healthier lives for millions of patients and their families. 

Charles River employees are innovative thinkers, who are dedicated to continuous learning and improvement. We will empower you with the resources you need to grow and develop in your career. 

As a Charles River employee, you will be part of an industry-leading, customer-focused company at the forefront of drug development. Your skills will play a key role in bringing life-saving therapies to market faster through simpler, quicker, and more digitalized processes. Whether you are in lab operations, finance, IT, sales, or another area, when you work at Charles River, you will be the difference every day for patients across the globe.

IMPORTANT:   In order to be considered for this position, a resume/CV must be uploaded and submitted during the application process.  Please make sure work history and education are added correctly.   

  Job Summary We are seeking a Sr. Technical Support Specialist for our Microbial Solutions site located in Newark, DE.  

Responsible for providing exceptional customer support to global customers. Primary contact for customers seeking technical information related to 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, understanding of sample identification reports and comparison reports. Act as a mentor for other technical support staff.  Long Description The following are the job responsibilities related to the Sr. Technical Support Specialist:

· Maintain a superior level of 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.

· 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.

· 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 if and when customers express any dissatisfaction with the services received. Elevate concerns to Quality management for follow up and complaint initiation if warranted.

· Participate in the investigation process for customer complaints and deviations by attending customer conference calls and meetings, keeping customers informed of the progress and documenting relevant details in the investigation management system in LIMS.

· Initiate and participate in investigations to reach resolutions for customer concerns or complaints.

· Prepare technical memos in response to customer inquiries.

· Mentor and train other technical support staff on technical and procedural matters.

· 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.

· Perform continual evaluation of processes and procedures; suggest methods to improve area

operations, efficiency and service to both internal stakeholders and external customers.

· Contribute to customer satisfaction by meeting qualitative objectives.

· Escalate 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.

· Collaborate with marketing to ensure customer information is captured in CRM system.

· Prepare technical memos in response to customer queries.

· Perform database management related customer data entry.

· Maintain special customer handling database.

· 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 sheets.

· Follow all company SOPs and comply with internal Quality System & cGMP standards. Job Qualifications The following are the minimum qualifications related to the Sr. Technical Support Specialist:

· Education: Bachelor’s degree in microbiology or related discipline.

· Experience: Five or more years in a customer facing or technical support role. Must have advanced knowledge of microbiological concepts. Experience in pharma industry investigations and environmental monitoring management. Excellent written and verbal communication skills. Proficient technical writer. Large LIMS database experience. 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: Advanced knowledge of all Accugenix product lines and Quality System. 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.

IMPORTANT: A resume is required to be considered for this position. If you have not uploaded your resume in your candidate profile, please return to upload field and attach your resume/CV. 

About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.  

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 17,000 employees within 90 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 ~85% of the drugs approved by the FDA in 2019.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet.

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 crrecruitment_US@crl.com. 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: Philadelphia

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