Technical Support II - 12m FTC

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

Develops methods for customer applications, assists customers via phone, email, and site visits, and triages incoming support requests to service or software departments. Performs sales support methods development and product complaints. Provides training to customers during workshops, on site, and via other communications such as email, phone, or web-based meeting technology., * Communicate with customers using our ticket platforms, providing support for testing and any questions and resolution related to any issues for the appropriate product line.* Assist with product returns and Complaints. Document product returns and complaints as required by the SOP. * Report customer complaints to quality assurance in Dublin as well as Kaarst/Germany and Charleston/USA assisting with the investigation, performing any testing needed and communicate status/resolution to customer.* Assist with training to global technical staff, distributors, and customers (onsite or at events/workshops) regarding technical support issues and best practices. * Provide customer support and guidance on testing for Celsis and LAL including method development studies, method validation studies, accessory release, CSE/RSE, LAL water etc as required.* Ensure adherence to pertinent regulatory requirements (cGMP, FDA, ISO) and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].* Prepare sample testing reports for customer distribution as well as peer review reports following SOP’s and Protocols if needed.* Assist management with development and revision of departmental standard operating procedures and qualification documents. * Provide technical assistance/feedback to plant operations to improve product performance as related to compliance requirements.* Implement continuous improvement methods to enhance area operations, efficiency, and service to both internal and external customers.* Perform all other related duties as assigned

PHYSICAL DEMANDS:

• Regularly works in a stationary position; occasionally moves about the lab/office to access supplies and equipment.
• Regularly communicates with other employees/customers and must be able to exchange accurate information verbally and in written form.
• Regularly operates a computer.
• Must be able to wear personal protective equipment (PPE) while in the laboratory according to company standards.
• International travel required.

Do you have experience in Windows?, Do you have a Bachelor’s degree?, * Education: Bachelor’s Degree (B.A. /B.S.) in Microbiology biology or a related discipline.

• Experience: 1-3 years related experience in a pharmaceutical microbiology laboratory setting. 2 years of experience with Endotoxin testing preferred.
• Language Requirements: English (Native or Fluent) and German (Native or Fluent).
• Other: Knowledge of windows based programs such as word, excel as well as previous experience in using other company specific program applications and a minimum knowledge of algebra. Experience in a cGMP environment preferred.

Education Four-year degree required Advanced degree or certification required

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.

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 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.