Field Customer Support Specialist I

About Charles River Laboratories

Charles River Laboratories has a 75-year history of contributing to the discovery, development, and safe production of new medications. Employing over 20,000 people across 110 facilities in 20 countries, the company supports pharmaceutical, biotech, government and academic clients with diverse discovery and safety assessment services. By assisting in the development of 80% of FDA-approved drugs in recent years, Charles River plays a key role in enhancing global health and well-being.

Job Role Summary

The Field Customer Support Specialist I delivers on-site and depot-based technical assistance for instruments, acting as a key liaison to ensure problem resolution is prompt and effective. This role involves troubleshooting, repair, maintenance, calibration, and qualification tasks while closely collaborating with internal teams and customers.

Key Responsibilities

• Manage customer service tickets as the primary contact, scheduling service visits, providing updates, and closing cases via CRM tools such as ServiceMax and Salesforce platforms.
• Organize weekly field operations aligning with customer priorities and internal coordination.
• Perform initial triage and remote troubleshooting; escalate complex issues as needed.
• Conduct basic instrument training and support product demos at client sites.
• Gather and communicate customer feedback to sales and relevant stakeholders to aid revenue growth and retention.
• Perform maintenance, repairs, calibrations and qualifications on instruments per standard procedures, both onsite and in the depot.
• Oversee loaner instrument logistics and spare parts inventory to ensure service efficiency.
• Accurately document services and provide comprehensive handover notes to customers and internal teams.
• Maintain and improve standard operating procedures, ensuring compliance with ISO 9001, ISO/IEC 17025, cGMP, and data integrity standards.
• Participate in customer audits, complaint investigations, risk assessments, and change control processes.
• Update CRM systems promptly to maintain accurate records of service activities and archive documentation per company policy.
• Maintain confidentiality and adhere to company policies, ethics, and health and safety regulations.
• Work flexibly to meet travel and scheduling demands and collaborate across departments for overall business success.

Qualifications and Experience

• Bachelor’s degree in Engineering or Life Sciences (Microbiology, Biology, Chemistry) with at least two years of relevant field service, technical, laboratory, or research experience; or
• Diploma in Engineering or Life Sciences with four or more years of related experience.
• Experience working in cGMP or regulated environments is preferred alongside prior customer-facing roles.
• Equivalent combinations of education and experience will be considered.

Skills Required

• Excellent communication and presentation abilities enabling cross-functional collaboration and effective customer interaction.
• Proficiency in Microsoft Office and CRM software including ServiceMax, Service Cloud, and Salesforce.
• Strong organizational and multitasking skills to manage schedules, travel logistics, and administrative duties in a dynamic setting.

About Microbial Solutions

The Microbial Solutions division offers a broad range of endotoxin testing, microbial detection, and identification products and services designed to meet the stringent regulatory and operational needs of clients, ensuring product safety and quality.

Benefits and Equal Opportunity

Charles River provides competitive incentives, retirement plans, paid leave, stock purchase options, health and wellness programs, and support for work-life balance. The company is an equal opportunity employer and complies with all regulations related to workplace fairness. Special accommodation requests for disability are supported through human resources.