Manager I, Scientific Support

POSITION SUMMARY:

The Manager I, Scientific Support will be responsible for the direction and management of internal scientific support activities including improvements to the MSD customer experience, developing and maintaining objective metrics for support performance, and directing efforts targeting primary scientific/technical support for all MSD products. The incumbent is responsible for the development of the Scientific Support team to a standard that ensures the quality of support received.

DUTIES AND RESPONSIBILITIES:

* Provide scientific support (verbal and written) for customers, account managers, application scientists and internal staff
o Take customer support calls to identify and record reported issues with the product
o Reproduce and troubleshoot reported issues
o Handle difficult cases and formulate satisfying resolutions for customers
* Manage on-call and after hours support rotations
* Support the development and implementation of departmental operational procedures and policies that enable and ensure delivery of excellent customer services
o Set and achieve customer service operations goals, quality standards and results by using 'best practices'
o Ensure adherence to organizational procedures, policies and systems
o Maintain quality standards by developing and ensuring compliance with all customer service process standards through routine employee meetings and performance reviews, employee work observations and documented quality audits
o Perform weekly and monthly trouble ticket performance metric trending
o Use manual and automated tools and databases to monitor trouble ticket activity and performance metrics
* Identify, develop and implement best practice processes across the organization to ensure efficiency in operations that have a direct result in delivering the ultimate customer experience to external customers
o Interface with other departments to develop improved procedures, training on new catalog products and understanding the external scientific support experience
o Assist existing customers with assay troubleshooting and data analysis
o Provide support for customers wishing to develop their own assays on MSD
o Collaborate with sales managers to coordinate interactions between the sales and applications teams in the territory
* Responsible for performance management and training for team members
o Review/revise/develop position descriptions for all existing and newly developed positions
o Develop and implement training curriculum and personal development plans
o Conduct training as required to exceed goals and service standards
o Develop personnel performance management and skill development goals
* Other duties as assigned.

EXPERIENCE AND QUALIFICATIONS:

* B.S. in biology, biochemistry, immunology, biotechnology, or other related discipline; M.Sc. in life sciences is preferred.
* Minimum of 2 years of hands-on technical laboratory experience in related discipline such as immunology, molecular biology, drug discovery, or biochemistry. Experience in protein biochemistry preferred.
* 3 - 5 years of experience in field application, scientific support or related customer focused role; plus 1 - 2 years' experience as a lead or supervisor.
* An understanding of the customer service process in the life sciences marketplace.

KNOWLEDGE, SKILLS AND ABILITIES:

* Excellent oral, written communication and interpersonal skills are required
* as a core competency to include presentation and training styles
* Display a thorough understanding of the principles of immunoassays, their development and their applicability in different research fields
* Ability to demonstrate superior competency in analytical skills along with strong scientific fundamentals
* Proficiency in MS Office Suite
* A wide degree of creativity and latitude is expected including the ability to multi-task in an environment with changing priorities

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT:

* This position is performed in a traditional office environment.

COMPENSATION SUMMARY:

The annual base salary for this position ranges from $88,100 to $134,400. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.

BENEFITS SUMMARY:

At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.

EEO/AA STATEMENT:

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.

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