Technical Support Specialist I

Onsite in Newark, DE, Charles River Laboratories is hiring a Technical Support Specialist I to provide responsive, technical customer support for a defined territory. You will be the primary point of contact for technical information related to service offerings, test results, and sample identification and report comparisons, helping customers get the answers they need while keeping testing timelines on track. The role also includes performance-based incentives, a strong benefits package, and flexibility for work-life balance.

What you’ll do

• Maintain strong working knowledge of Accugenix identification and characterization services, including commercial off-the-shelf identification systems and competing service labs offering similar services.
• Support North American territory customers and internal stakeholders as assigned through timely, efficient, and knowledgeable written and oral communication.
• Educate customers on service options, including service types, advantages and limitations, turnaround time options, test pricing structure, proprietary library inclusions, sample shipment and condition requirements, plus identification report content and interpretation guidelines.
• Review and resolve sample questions and concerns identified in the discrepancy management system, and initiate customer dialogue when needed.
• Expedite issue resolution to help minimize testing delays.
• Monitor LIMS and associated reports to ensure results are released by specified due dates, and perform comprehensive technical review of completed jobs to confirm testing aligns with customer expectations.
• Escalate customer dissatisfaction by involving Account Managers, and elevate concerns to Regulatory Compliance/Quality, Sr. Technical Support, and/or management for follow-up and complaint initiation when warranted.
• Handle special requests outside standard sample processing and sample ID report content by escalating appropriately.
• Maintain accurate logs of customer communications in LIMS, SFDC, and other information management tools.
• Support customer data entry and database management, including maintaining a special customer handling database.
• Act as a liaison across customers, sales, marketing, quality, data review, laboratory management, and R&D to ensure customer expectations are met, and support new product offerings.

Safety, quality, and compliance

• Follow all laboratory safety requirements, including safety stations, safety manual, safety SOP, and MSDS/SDS sheets.
• Comply with company SOPs and internal Quality System and cGMP standards.
• Maintain knowledge of regulatory requirements.
• Adhere to work procedures and processes that support company and departmental standards, procedures, and strategic directives.

What you bring

• Two (2) degree (or equivalent) or two (2) years or more related experience in customer support or scientific field.
• Two (2) or more years in a customer-facing or technical support role.
• Working knowledge of general microbiological concepts (preferred).
• Excellent written and verbal communication skills; technical writing skills are preferred.
• Proficiency in MS Word, Excel, and Outlook.
• Fluency in understanding and writing English.
• Large LIMS database experience (a plus).
• Working knowledge of Accugenix product lines and the Quality System (a plus).
• Strong customer relations and the ability to communicate professionally using various communication tools.
• Ability to manage multiple projects and details in a fast-paced environment, with self-direction, tact, and diplomacy.

Tools you’ll use

LIMS, SFDC, CRM, MS Word, Excel, Outlook, LlMS

Compensation and benefits

Pay range: $22.00 to $24.00 per hour.

• Bonus/incentives based on performance
• 401K
• Paid time off
• Stock purchase program
• Health and wellness coverage
• Employee and family wellbeing support programs
• Work-life balance flexibility

Qualifications note: An equivalent combination of education and experience may be accepted as a substitute for the specified education and experience.