Manager - Field Customer Support, Nexus
Charleston, SC, US, 29407
For 70 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.
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
Manage activities of a team of US Nexus Field Service Technicians to provide customers (internal and external) technical service in repair, trouble shoot and training for Endosafe Brand products. Coordinate efforts with Field Service Manager(s) as well as individual contributors to meet customer expectations and company needs. Manage the development and training of team members for existing as well as new product offerings. Provide insight on customer expectations to the appropriate department management groups.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
• Manage team to meet customer needs (internal and external)
• Oversight of teams and on-going development to ensure growth and retention
• Identify development opportunities for team and help implement and complete career growth as you and team members agree on
• Manage customer-facing technical repair and maintenance services for endotoxin and microbial detection laboratory instruments on site at customer locations.
• Provide technical assistance and problem resolution for instrumentation to team members as well as customers via telephone, email, or on-site communication to team or customers.
• Manage all required field service activities and documentation as assigned based on specific product, customer and/or standard operating procedural requirements.
• Collaborate with leadership in identifying and developing service contract sales opportunities through up-selling; promoting the customers’ conversion from billable to contract coverage.
• Assisting field sales personnel in product demonstrations, customer training, and product validations.
• Responsible for team member training to complete all service and compliance documentation as required by company policy, cGMP and FDA.
• Responsible for resolving client testing laboratory instrument service issues.
• Oversee and maintain training documentation and global harmonization of these procedures where possible.
• Monitoring and evaluating Instrument Service department meeting customer expectation and internal metrics.
• Work with sales management to evaluate and, where applicable, improve service offerings.
• Monitor service software to ensure metrics are being met. Evaluate and improve metrics and KPIs as necessary.
• Provide feedback and collaborate with service software vendor for improvements to product and/or workflow.
• Work with internal and external teams to introduce and implement technology solutions for improving service and processes.
• Forecast service workload, carve territories and add headcount based on current and future service offerings.
• Triage urgent customer issues and provide necessary support for team to resolve issue as quickly as possible.
• Monitor team expenses.
• Perform all other related duties as assigned.
Job Qualifications
The following are the minimum qualifications related to the Field Service Supervisor:
• Education: Bachelor's degree (B.A./B.Sc.) or equivalent in Engineering or Life Sciences; Microbiology, Biology or Chemistry
• Experience: 5+ years of related experience (technical, laboratory or research); or
Equivalent combination of education and experience.
The pay for this position is $110K - $130K. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.
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 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 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 - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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: Charleston South Carolina
Nearest Secondary Market: South Carolina
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