Field Service Engineer

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Charles River Labs Temps plein

For nearly 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

We are seeking a Field Customer Support Specialist (Field Service Engineer) to join our Microbial Solutions division, based out of Belgium. This role will primarily involve supporting our flagship instrument, the Nexus automated Endotoxin testing system, as a member of the Field Customer Support team (Field Service team), while also providing assistance with the service, repair, and calibration of the CRL range of instruments as business needs arise visiting our customer sites.
Reporting to the Regional Field Customer Support Manager and supporting the Customer Care organization, you will play a vital role in offering our customers exceptional support in the field. Your focus will always be on our customers ensuring that they have the capability to utilize our products fully. Having a customer-centric mindset is one of the key attributes to being successful in this role.

Job Qualifications
  • Ensure adherence to regulatory requirements and to departmental policies, practices, and procedures [SOPs, safety procedures, and protocols].
  • Build strong relationships cross-functionally to support the achievement of the overall business objectives.
  • Adhere to the company travel policy when required to travel on business.
  • Willingness to be flexible to suit our customers and business needs.
  • Perform all other related duties as assigned.

The following are minimum requirements related to the Field Customer Support Specialist (Field Service Engineer) position:

  • Degree or equivalent in Engineering or Life Sciences; Microbiology, Biology, or Chemistry.
  • 4+ years of related experience (Field Service, technical, laboratory, or research); or equivalent combination of education and experience.
  • Strong software skills and understanding of engineering.
  • Validation 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.
  • Ability to manage daily schedule, trips, and administrative tasks independently and work in a fast-paced environment.
  • Ability to travel as this is a field-based role (within your region and over Europe).
  • Fluent in English and French language.
Responsibilities
  • Deliver the necessary services and support as outlined by the technical skill set at the conclusion of the training program.
  • Understand who the commercial team are in your region and begin to build a solid relationship to support revenue growth.
  • Start working on customer activities in your area to help the business achieve its overall objectives and increase revenue while guaranteeing our customers' business continuity.
  • Solve complex technical issues and use all resources available to ensure customer experience is positive.
  • Acquire the ability to gather customer insights and make sure that all pertinent data is distributed to the relevant stakeholders.
  • Coordinate tasks with all colleagues in the Field Customer Support team (Field Service team) and the overall Customer Care organization to guarantee that procedures are synchronized to satisfy the needs of both the business and customers.
  • Communicate and build relationships with teams and individuals, cross-functionally. Ensure that all issues are understood and communicated so that the appropriate support can be provided to our customers.
  • Provide support and ensure ongoing communication with all stakeholders to ensure all goals can be achieved.
  • Achieve all KPI's as set out by the business.
  • Fully utilize the software tools provided to you by the company so that you can provide an excellent service to our customers and all relevant data to the business.
  • Participate and contribute to any internal or external meetings that you need to attend.
  • Prepare, plan, and organize your field activities every week, so that you are in the best position to support our customers fully.
  • Drive the onboarding of new customers by installation, training, and on-site validation/application support.
  • Build relationships with customers to support their onboarding program, communicate available products and services which contribute to successful product implementation as well as customer satisfaction.
  • Assist Account Management with presenting global capabilities, qualifying leads, demonstrating added value, and closing new business opportunities by providing scientific/product support during sponsor teleconference calls, demos, field visits, and at scientific trade shows.
About Microbial Solutions

Our Microbial Solutions business group has a comprehensive portfolio of endotoxin testing, microbial detection, and microbial identification products and services that 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 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 worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.

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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