Site Services Specialist I

DEPARTMENT: Client Services
JOB TITLE: Site Service Specialist I
REPORTS TO: Site Service Team Leader

SECTION 1: POSITION SUMMARY

To assist in the day-to-day monitoring of clinical studies in respect to the laboratory. Will respond to investigator Site, CRA, and Client inquires in an accurate and timely manner in accordance with Good Clinical Practice and company SOP’s.

SECTION 2: JOB FUNCTIONS/RESPONSIBILITIES

• Recognize, exemplify and adhere to ICON's values which centers around our commitment to People, Clients and Performance.
• As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Provide technical support to Investigator Sites, CRA, and Sponsors on questions or issues pertaining to protocol requirements including collection instructions, shipping, and supplies and testing in a call center environment.*
• Investigate problems related to subject visits, until resolution is complete, by issuing outgoing queries, addressing incoming queries/answers from sites as well as responding to internal queries.*
• Notify Sponsors, Investigators, and/or CRAs of values as specified per protocol or laboratory SOPs.*
• Perform minor database updates pertaining to subject or visit information and investigator/CRA contact details.*
• Order supplies/kits for sites as per Sponsor, CRA, or site request.
• Any other relevant task assigned by management.
• Travel (approximately 1%) domestic and/or international

SUPERVISION

• N/A

SECTION 3: EXPERIENCE, SKILLS, KNOWLEDGE REQUIREMENTS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• US/LATAM/CAN: a minimum of 1-2 years of relevant customer service experience
• EU/APAC: prior customer service experience

SECTION 4: EDUCATION REQUIREMENTS

• Bachelor degree in a Science related field
• *An alternative combination of experience, education, and training determined by management to be equivalent to the foregoing.

Benefits of Working in ICON

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.




What’s Next?

Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.

ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.