Specialist II, Scientific Support
About The Position
This position serves as a technical liaison to customers interested in cutting-edge projects related to biomarker measurements or serology applications and provides primary scientific and technical support for all MSD products. The role includes responding to customer and internal inquiries, investigating and troubleshooting product issues, managing case documentation and reporting, and collaborating with Field Application Scientists and other team members. Specific duties may vary depending on departmental requirements. The position is performed in a standard office environment and requires communicating and exchanging information, using equipment necessary to perform the job, and moving about the office.
Requirements
- Bachelor’s degree in a technical, scientific, or engineering discipline.
- At least 2 years of laboratory experience with proven hands-on technical abilities, such as experience gained through work study, independent study, an internship, or an externship.
- At least 3 years of experience in a technical support or service position supporting products in the life science or diagnostics industry.
- Strong scientific fundamentals and an analytical background.
- Logical problem-solving skills and the ability to organize and advance project tasks in an orderly, structured manner.
- Ability to independently design and execute assay and reagent troubleshooting, optimization, and validation experiments.
- Knowledge of common laboratory techniques and procedures, including Western blot, sandwich immunoassays, and simple protein purification methodologies, and ability to explain the concepts behind them effectively.
- Excellent oral, written, and interpersonal communication skills, including the ability to communicate issues, problems, and results that affect timelines, accuracy, and reliability of laboratory data.
- A track record of successful internal and third-party relations.
- Working knowledge of Workbench Data Analysis Tool software.
- Proficiency in Microsoft Office Suite.
- Experience with standard data analysis tools such as Excel and GraphPad Prism, and the quantitative background to develop this knowledge on the job.
- Creativity, latitude, and the ability to multitask in an environment with changing priorities.
- Demonstrated consistency in performance and aptitude for managing additional responsibility and accountability for next-level consideration.
Nice To Haves
- Independent research experience.
Responsibilities
- Provide primary verbal and written scientific support to customers, account managers, application scientists, and internal staff.
- Serve as the technical customer liaison for Prototype Printing Services.
- Take customer support calls, identify and record reported product issues, reproduce and troubleshoot issues, and resolve difficult cases to customers’ satisfaction.
- Monitor, review, and process case investigations.
- Handle case investigations and monitor key systems during working hours and at scheduled times on weekends and holidays.
- Monitor the trouble ticket database and drive issues to conclusion.
- Participate in an on-call rotation for after-hours support.
- Maintain consistent, clear, and complete documentation of customer case logs.
- Prepare monthly and year-end reports and maintain weekly summaries of open cases.
- Analyze data and develop conclusions.
- Participate in global and regional meetings with Field Application Scientists.
- Assist other team members as available.
- Perform other specific duties as departmental requirements dictate.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
