Accugenix Customer Support
Dublin, IE, D09
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 Summary
The specialist Accugenix team provide testing solutions that simplify workflows, ensure accurate data, and support faster, more confident product release and they now have a unique opportunity to join them in the role of Accugenix Customer Support. Based at our Microbial Solutions site in Dublin, this role is initially a 12 month Fixed Term Contract position, with the potential to become permanent role in 2026.
Working directly with the Laboratory Technical Support Specialist this role partners collaboratively with the Accugenix teams across Europe.
Core Duties and Responsibilities:
- Maintain a basic working knowledge of the identification and characterisation services offered by Accugenix. Be able to employ the basic level knowledge to the benefit of the customer during ad-hoc interactions.
- Engage in routine written and oral communications with customers during which basic technical support is provided in a timely, efficient, and knowledgeable manner.
- Provide explanations related to turn-around time options, sample shipment requirements and sample condition requirements.
- Initiate dialogue with customers when sample questions or concerns are noted in the discrepancy management system.
- Elevate concerns to Technical Support Specialist / Sr Specialist level for follow up.
- 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.
- 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/SDS sheets.
- Follow all company SOPs and comply with internal Quality System & cGMP standards.
Job Qualifications
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Demonstrable experience in a customer facing or scientific / technical support role.
- Degree level qualification preferred.
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Fluent in understanding and writing English (French as an advantage. Additional languages may include: Spanish and / or German).
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Must be proficient in MS Word, Excel, and Outlook.
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Must have customer relations and communication skills using various communication tools.
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Excellent Planning and organisational skills.
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Good Numeracy.
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Strong IT Proficiency.
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Impeccable attention to detail.
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Able to work to tight deadlines with multiple priorities.
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Strong team player, communicator and collaborator.
About Discovery
Discovery from Charles River is industry-proven in the successful development of novel therapies, with over 350 patents and 80 preclinical drug candidates delivered to our sponsors in the past 17 years. Backed by more than 650 scientists, our comprehensive, integrated portfolio employs the latest technology and platforms to provide chemistry, biology, and pharmacology services that support clients from the earliest stages of hit identification all the way through to IND. Our client-focused, collaborative approach creates true partnerships that anticipate challenges, overcome obstacles, and move us forward together on the journey of getting new drugs to market.
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 supported the development of 86% of the drugs approved by the FDA in 2021.
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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Pharmaceutical, Laboratory, Scientific, Technical Support, Biotech, Science, Engineering, Technology