Powered by
Charles River Laboratories International
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.
Reporting into the Associate Director Customer Success and supporting the global Customer Care organisation, this role will require subject matter expertise on mass spectrometry instrumentation, so as to provide the necessary, customer support, technical advice and training required for internal and external stakeholders.
Remote in the UK ONLY
HARDWARE SME TECHNICAL ADVISOR:
Highest Escalation Point internally for Customer Technical Issues (Hardware/Software issue) SME and assist with appropriate technical inputs as required.Point of escalation from Field Customer Support and Technical team regarding Software/Hardware issues. May act as liaison on escalation calls to instrument manufacturer in regards of Service and Support requirement, feedback and alignment.Provide Technical Software/Hardware support to clients onsite or remotely (e-mail, phone, salesforce) as needed.
TRAINING:
Training and Upskilling Technical and Field representatives on Hardware & Software prospective.Work closely with instrument manufacturer Service and Support workforce and Distributors. Provide guidance on troubleshooting, investigation and technical resolution for clients written standardised procedures. Responsible for Instrumentation Software & Hardware Knowledge Transfer to Customer Care personnel by creation of training content, procedures and updating the Knowledge database (Troubleshooting Decision Trees, Error codes, Documentation review).In Field Coaching support, where needed.New Product Introduction & Existing Product Updates – Stream the information given to the Customer Care Team and tailor the communication for the audience i.e., Tech Service, Customer Service, Field Customer Support, and Instrument Service. Provide technical training where needed.
TRACKING AND TRENDING:
Responsible for monitoring and identifying training needs for the CC organization in collaboration with Customer Care Training Manager. Develop training content and updating training materials.Monitoring and analysing trends for Axcess related Software & Hardware issues encountered by Customers or internally and reporting them to Product Management, Regional Managers, or other applicable groups.Technical Trends Analysis – Reviewing the internal systems to identify any technical issues/trends. Report to relevant stakeholders e.g., R&D, PM. Make recommendations based on the findings. Support implementation as required and measure impact of improvements.Contribute to ongoing projects as required.Recognise areas for improvement and liaise with the Associate Director Customer Success to develop projects to support these improvements. Ensure all work is carried out within the Quality System.Build strong relationships cross functionally to support the achievement of the overall business objectives.Build a solid relationship with the Commercial team to support revenue growth.
As a minimum, BSc in relevant scientific discipline.
Mass Spectroscopy Field Service Engineer & Applications experience.
Software Troubleshooting.
Coaching and Training skills.
Continuous Improvement skills.
About Microbial SolutionsOur 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 RiverCharles 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.
