Field Customer Support Specialist I
Singapore, SG
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
The Field Customer Support Specialist I provides on-site and depot technical service for instruments and delivers customer-facing coordination and communication to ensure timely, high-quality resolution of issues.
The role performs troubleshooting, repair, preventive maintenance, calibration and qualification under applicable quality standards, while coordinating schedules, triaging service requests, and maintaining clear stakeholder communication. The position interfaces closely with Sales, Technical Services, Quality, and the wider Customer Care team.
Essential Duties & Responsibilities
A. Customer Operations & Coordination
- Serve as the primary coordinator for assigned customer tickets, managing case creation, scheduling, status updates, and closure across CRM platforms such as ServiceMax, Service Cloud, SFDC, and other applicable systems.
- Plan and organize weekly field activities to meet customer needs and internal priorities; communicate proactively with stakeholders.
- Provide first-line triage and remote guidance (email/phone/online) and escalate to senior Field Customer Support Specialist or Technical Services as needed.
- Deliver basic instrument orientation and user training at customer sites; support product demonstrations when requested.
- Capture and relay customer insights (use cases, pain points) to commercial sales or relevant stakeholders to support revenue growth and customer retention.
B. Technical Service (Depot & Field On-site)
- Execute troubleshooting, repair, preventive maintenance, calibration, and qualification of instrument systems per SOPs—either in-house (depot) or at customer sites.
- Maintain, configure, and manage loaner instruments; coordinate logistics and returns.
- Manage spare-parts procurement and inventory levels required to meet service turnaround targets.
- Ensure timely, complete, and accurate service documentation and handover notes to customers and internal teams.
C. Quality & Compliance
- Follow and help improve SOPs for field and depot activities; maintain audit-ready records (service reports, qualification protocols).
- Operate in compliance with ISO 9001, ISO/IEC 17025, cGMP and Data Integrity (ALCOA+) where applicable; support customer audits within remit.
- Record and escalate customer complaints; participate in investigations, risk assessments, and change control as assigned.
D. Systems & Documentation
- Update all service activities in CRM (ServiceMax / Service Cloud / SFDC) and related platforms in a timely manner.
- Archive completed qualification protocols and service reports according to company policy.
- Use company-provided software tools and templates to ensure data integrity and traceability.
General Requirements
- Maintain confidentiality of client information in accordance with SOPs and Quality Agreements.
- Adhere to Company Policies, Code of Ethics, and Health & Safety requirements.
- Follow company travel policy and maintain flexibility to meet customer/business needs.
- Collaborate with cross‑departmental teams to support the achievement of overall business objectives.
- Actively seek improvement within the area of responsibility and takes necessary action to implement such improvements.
- Perform other related duties as assigned by manager.
Requirements
Education & Experience:
- Bachelor’s degree in engineering or Life Sciences (Microbiology, Biology, or Chemistry) with two (2) years relevant experience in field service, technical, laboratory, or research; OR
- Diploma in Engineering or Life Sciences; Microbiology, Biology or Chemistry with four (4) or more years of experience in field service, technical, laboratory or research.
- Experience in cGMP/regulated environments is preferred; prior customer-facing experience is an advantage.
- An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Skills:
- Strong communication and presentation skills; ability to work cross-functionally and respond to customer needs.
- Proficiency with Microsoft Office and CRM tools (ServiceMax / Service Cloud / SFDC).
- Organised and able to manage schedules, travel, and administrative tasks in a fast-paced environment.
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 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.
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.
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, or national origin, veteran or disability status.
It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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.
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