This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

This is your moment

This is your
moment

Mass Spectrometry SME – Subject Matter Expert

  • Req ID #: 225716_en_US
  • Margate, England, GB
  • Full time

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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

Reporting into the Associate Director Customer Success and supporting the global Customer Care organisation, this role will require subject matter expertise on mass spectrometry instrumentation, so as to provide the necessary, customer support, technical advice and training required for internal and external stakeholders. 

 

Remote in the UK ONLY

 

HARDWARE SME TECHNICAL ADVISOR:

Highest Escalation Point internally for Customer Technical Issues (Hardware/Software issue) SME and assist with appropriate technical inputs as required.
Point of escalation from Field Customer Support and Technical team regarding Software/Hardware issues. May act as liaison on escalation calls to instrument manufacturer in regards of Service and Support requirement, feedback and alignment.
Provide Technical Software/Hardware support to clients onsite or remotely (e-mail, phone, salesforce) as needed.

TRAINING:

Training and Upskilling Technical and Field representatives on Hardware & Software prospective.
Work closely with instrument manufacturer Service and Support workforce and Distributors. 
Provide guidance on troubleshooting, investigation and technical resolution for clients written standardised procedures. 
Responsible for Instrumentation Software & Hardware Knowledge Transfer to Customer Care personnel by creation of training content, procedures and updating the Knowledge database (Troubleshooting Decision Trees, Error codes, Documentation review).
In Field Coaching support, where needed.
New Product Introduction & Existing Product Updates – Stream the information given to the Customer Care Team and tailor the communication for the audience i.e., Tech Service, Customer Service, Field Customer Support, and Instrument Service. Provide technical training where needed.

TRACKING AND TRENDING:

 

Responsible for monitoring and identifying training needs for the CC organization in collaboration with Customer Care Training Manager. Develop training content and updating training materials.
Monitoring and analysing trends for Axcess related Software & Hardware issues encountered by Customers or internally and reporting them to Product Management, Regional Managers, or other applicable groups.
Technical Trends Analysis – Reviewing the internal systems to identify any technical issues/trends. Report to relevant stakeholders e.g., R&D, PM. Make recommendations based on the findings. Support implementation as required and measure impact of improvements.
Contribute to ongoing projects as required.
Recognise areas for improvement and liaise with the Associate Director Customer Success to develop projects to support these improvements. 
Ensure all work is carried out within the Quality System.
Build strong relationships cross functionally to support the achievement of the overall business objectives.
Build a solid relationship with the Commercial team to support revenue growth.

 

Qualifications / Experience

As a minimum, BSc in relevant scientific discipline.

Mass Spectroscopy Field Service Engineer & Applications experience.

Software Troubleshooting.

Coaching and Training skills.

Continuous Improvement skills.

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 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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Helping you find your moment

You take great care and effort when you apply for a job with us. Rest assured that we’ll be just as diligent in finding the role that’s right for you. Here’s how our hiring process works:

Job Search

Learn about CRL, our culture, and why we do the work we do while also searching for roles that match your interests and expertise.

Application

Create a profile and apply to as many roles as you have an interest.

Note: Depending on the role, you may be required to include a resume in your application.

Assessment and application review

Complete assessments, if requested, to determine whether the role is likely to be a good fit for you – and vice versa. The recruiter will review your resume and qualifications against the requirements of the role and will determine next steps.

Note: At any point in the process, you can log into your profile to review the status of your application.

Interview

Engage in our inclusive interview process by meeting with a diverse group of interviewers who will provide information on the company, culture, and your role while also asking you questions to assess your skills, interests, and expertise. This is also a great time for you to ask questions.

Note: Charles River leverages technical and behavioral-based interview questions based on our DNA (Care, Lead, Own, and Collaborate). Please familiarize yourself with the DNA and be prepared to relate your experiences to them.

Job offer and onboarding

Receive a competitive offer either by phone or email from a Charles River recruiter or hiring manager. The offer will include your title, salary, location, and other relevant information.

Note: Upon acceptance, you will work with your recruiter to confirm a start date and will receive paperwork to electronically complete prior to your start. For US-based roles, upon your acceptance, you will be required to take a pre-employment drug screen and pass a criminal background check.

Job Search

Learn about CRL, our culture, and why we do the work we do while also searching for roles that match your interests and expertise.

Application

Create a profile and apply to as many roles as you have an interest. Note: Depending on the role, you may be required to include a resume in your application.

Assessment and Application Review

Complete assessments, if requested, to determine whether the role is likely to be a good fit for you – and vice versa. The recruiter will review your resume and qualifications against the requirements of the role and will determine next steps.
Note: At any point in the process, you can log into your profile to review the status of your application.

Interview

Engage in our inclusive interview process by meeting with a diverse group of interviewers who will provide information on the company, culture, and your role while also asking you questions to assess your skills, interests, and expertise. This is also a great time for you to ask questions. Note: Charles River leverages technical and behavioral-based interview questions based on our DNA (Care, Lead, Own, and Collaborate). Please familiarize yourself with the DNA and be prepared to relate your experiences to them.

Job offer and onboarding

Receive a competitive offer either by phone or email from a Charles River recruiter or hiring manager. The offer will include your title, salary, location, and other relevant information. Note: Upon acceptance, you will work with your recruiter to confirm a start date and will receive paperwork to electronically complete prior to your start. For US-based roles, upon your acceptance, you will be required to take a pre-employment drug screen and pass a criminal background check.

Important things are happening every moment at Charles River. This means exciting new career opportunities for you to explore. Take a look and apply today!

Moment by moment

At Charles River, you’ll be able to contribute to incredible breakthroughs while experiencing exciting opportunities for growth and development.

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  • Senior UX/UI Designer

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  • Associate Director

    Work with Senior UX/IX Designers and developers to assess problems and develop solutions. Execute on plan by building coding standardizations and automating processes.

  • Director, Digital Data Enablement

    Lead UX management and operational teams across business units and technical teams. Identify and define fit-for-purpose strategies to integrate best practices.

  • Senior Director UX/UI Design

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Close-up of smiling female Charles River Technology & Innovation professional

UX/UI Designer

Advocate for user-centered design solutions. Create distinctive, consistent, branded digital experiences across multiple platforms, devices, and channels.

Senior UX/UI Designer

Define and drive UX/UI strategies and interaction designs – from scratch and for scale – that solve business and user problems.

Associate Director

Work with Senior UX/IX Designers and developers to assess problems and develop solutions. Execute on plan by building coding standardizations and automating processes.

Director, Digital Data Enablement

Lead UX management and operational teams across business units and technical teams. Identify and define fit-for-purpose strategies to integrate best practices.

Senior Director UX/UI Design

Mentor, coach, and guide designer teams on design strategy related to research insights, execution, continuous integration, and automated deployment.

  • Animal Care Technician I - V

    Maintain the well-being of our animals by providing food, water, and a clean environment.

  • Animal Care Technologist I - V

    Provide specialized care to maintain and monitor our animals’ health and physical environment.

  • Veterinary Technician

    Help monitor, document, and triage all laboratory animal health cases.

  • Team Leader / Supervisor

    Supervise, train, mobilize, empower, and develop a high-performing team.

  • Research Associate

    Coordinate and plan activities according to study plan guidelines.

  • Close-up of smiling female Charles River Animal Care professional
Close-up of smiling female Charles River Animal Care professional

Animal Care Technician I - V

Maintain the well-being of our animals by providing food, water, and a clean environment.

Animal Care Technologist I - V

Provide specialized care to maintain and monitor our animals’ health and physical environment.

Veterinary Technician

Help monitor, document, and triage all laboratory animal health cases.

Team Leader / Supervisor

Supervise, train, mobilize, empower, and develop a high-performing team.

Research Associate

Coordinate and plan activities according to study plan guidelines.

  • Intern Level I

    Support process/procedure improvement based on site and department needs. Gain knowledge of our corporate environment to navigate cross-functional department collaboration.

  • Intern Level II

    Complete comprehensive departmental projects incorporating mentorship of Level I interns as a professional development component.

  • Biomanufacturing Technician I-III

    Oversee the production, formulation, and banking of cellular products while maintaining compliance with GMP, GDP, and aseptic guidelines.

  • Biomanufacturing Lead / Specialist

    Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.

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Close-up of a smiling male Charles River Campus Recruiting & University Relations professional

Intern Level I

Support process/procedure improvement based on site and department needs. Gain knowledge of our corporate environment to navigate cross-functional department collaboration.

Intern Level II

Complete comprehensive departmental projects incorporating mentorship of Level I interns as a professional development component.

Biomanufacturing Technician I-III

Oversee the production, formulation, and banking of cellular products while maintaining compliance with GMP, GDP, and aseptic guidelines.

Biomanufacturing Lead / Specialist

Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.

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    Responsible for delivering professional veterinary services and helping to manage all phases of health care for the animal colony.

  • Senior Clinical Veterinarian

    Utilize knowledge of laboratory animal medicine to optimize the scientific objectives of animal research protocols.

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    Conduct veterinary consults, make treatment recommendations, communicate with study directors, and follow cases through resolution.

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    Provide technical and professional oversight of all animal care and use functions involving site laboratory animals.

  • Close-up of smiling female Charles River Veterinary professional
Close-up of smiling female Charles River Veterinary professional

Clinical Veterinarian I-III

Responsible for delivering professional veterinary services and helping to manage all phases of health care for the animal colony.

Senior Clinical Veterinarian

Utilize knowledge of laboratory animal medicine to optimize the scientific objectives of animal research protocols.

Principal Veterinarian/Associate Director

Conduct veterinary consults, make treatment recommendations, communicate with study directors, and follow cases through resolution.

Director, Laboratory Animal Medicine

Provide technical and professional oversight of all animal care and use functions involving site laboratory animals.

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  • Technician IV-V

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  • Close-up of smiling female Charles River Scientific professional
Close-up of smiling female Charles River Scientific professional

Technician I-III

Follow SOP and protocols in the areas of animal handling, husbandry, and blood/urine collection.

Technician IV-V

Handle advanced technician duties, including anesthesia, leadership and specialized sample collections.

Project Leader (Scientific)

Serve as a scientific expert for the Lab with responsibility for staff-conducted studies.

Team Leader (People Leader)

Oversee team activities and gain leadership skills on the path to becoming a Team Supervisor.

Team Supervisor (People Leader)

Responsible for overall employee supervision, staff development, and team success.

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    Help analyze financial data, extract/define relevant information, and interpret data.

  • Financial Analyst II

    Responsible for analysis, forecasting, budgeting, accounting administration, and reporting of projects.

  • Senior Financial Analyst

    Handle weekly and monthly forecasting and annual budget preparation. Prepare financials and key indicators for business reviews.

  • Manager, Business Finance

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  • Finance Director, Operations

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  • Close-up of smiling male Charles River Corporate professional
Close-up of smiling male Charles River Corporate professional

Financial Analyst I

Help analyze financial data, extract/define relevant information, and interpret data.

Financial Analyst II

Responsible for analysis, forecasting, budgeting, accounting administration, and reporting of projects.

Senior Financial Analyst

Handle weekly and monthly forecasting and annual budget preparation. Prepare financials and key indicators for business reviews.

Manager, Business Finance

Partner with operating businesses to raise standards in key decision areas. Present a dynamic industry, competitor, and economic context.

Finance Director, Operations

Support all business aspects, working with site teams to direct weekly/monthly forecasting and annual budget preparation.

  • Biomanufacturing Technician I

    Support the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing).

  • Biomanufacturing Technician II

    Perform specialized activities in the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing). Train Biomanufacturing Technician 1.

  • Biomanufacturing Technician III

    Help advance the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing) while interacting with clients.

  • Biomanufacturing Lead / Specialist

    Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.

  • Biomanufacturing Supervisor

    Oversee biomanufacturing personnel, ensuring compliance with cGMP’s, CRL quality systems, and process documents in biomanufacturing.

  • Biomanufacturing Manager

    Lead biomanufacturing activities in the start-up and cGMP production of novel cellular products. Schedule and manage staff, ensuring a safe and compliant working environment.

  • Close-up of a smiling male Charles River Operations professional
Close-up of a smiling male Charles River Operations professional

Biomanufacturing Technician I

Support the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing).

Biomanufacturing Technician II

Perform specialized activities in the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing). Train Biomanufacturing Technician 1.

Biomanufacturing Technician III

Help advance the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing) while interacting with clients.

Biomanufacturing Lead / Specialist

Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.

Biomanufacturing Supervisor

Oversee biomanufacturing personnel, ensuring compliance with cGMP’s, CRL quality systems, and process documents in biomanufacturing.

Biomanufacturing Manager

Lead biomanufacturing activities in the start-up and cGMP production of novel cellular products. Schedule and manage staff, ensuring a safe and compliant working environment.

  • Client Manager

    Ensures high-quality customer service through multi-site coordination. Deliver timely, accurate, and comprehensive responses to sponsor requests.

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  • Senior Business Development Director

    Plan and execute a territory-based field sales strategy. Drive growth through targeted long- and short-term account plans.

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Close-up of smiling male Charles River Commercial, Marketing & Sales professional

Client Manager

Ensures high-quality customer service through multi-site coordination. Deliver timely, accurate, and comprehensive responses to sponsor requests.

Business Development Director

Deliver profitable sales growth by targeting and visiting clients to build strong relationships and customer loyalty.

Senior Business Development Director

Plan and execute a territory-based field sales strategy. Drive growth through targeted long- and short-term account plans.

Regional Sales Manager

Manage sales team within North America's Safety Assessment sales region to achieve sales and profit goals.

  • Director

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Close-up of smiling female Charles River Executive Leader

Director

Partner with site leadership to achieve performance goals, develop staff, and deliver succession planning.

Senior Director/General Manager

Lead a multi-functional team to ensure integrated operations. Collaborate with senior leadership to form plans, objectives, and policies.

Executive Director

Lead a global, multidisciplinary team. Develop short and long-term strategic plans to maximize growth and profitability.

Corporate Vice President

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About Charles River

Charles River is an early-stage Contract Research Organization (CRO). Here, we are passionate about our role in improving the quality of people’s lives. With 100 sites around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our clients’ unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies, hospitals, and academic institutions around the world.

Charles River laboratory professional at a lab bench in a state-of-the-art laboratory environment looking through a microscope.

Supporting your well-being

Your dedication and passion make a life-saving difference in lives around the world. We’re committed to providing you with benefits that elevate your quality of life.

Financial

  • Earnings + incentives
  • Retirement benefits
  • Vacation + time away
  • Recognition
  • Employee assistance fund

Career

  • Professional development opportunities
  • Career development
  • Awards
  • Educational support

Health and wellness coverage

  • Employee well-being support
  • Family support programs
  • Parental benefits + family formation benefits
  • Work-life balance flexibility

Social and Community

  • Culture of inclusion
  • 11 employee resource groups (ERGs) with >3,000 members
  • Opportunities for paid volunteer time off
  • Community outreach + matching gift + engagement activities

Financial

  • Earnings + incentives
  • Retirement benefits
  • Vacation + time away
  • Recognition
  • Employee assistance fund

Career

  • Professional development opportunities
  • Career development
  • Awards
  • Educational support

Health and wellness coverage

  • Employee well-being support
  • Family support programs
  • Parental benefits + family formation benefits
  • Work-life balance flexibility

Social and Community

  • Culture of inclusion
  • 11 employee resource groups (ERGs) with >3,000 members
  • Opportunities for paid volunteer time off
  • Community outreach + matching gift + engagement activities
Charles River laboratory professional at a lab bench in a state-of-the-art laboratory environment looking through a microscope.

About Charles River

Charles River is an early-stage Contract Research Organization (CRO). Here, we are passionate about our role in improving the quality of people’s lives. With 100 sites around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our clients’ unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies, hospitals, and academic institutions around the world.