Specialist II, Scientific Support

MSD Careers•Rockville, MD

10d•Onsite

About The Position

This position serves as a technical liaison to customers interested in projects related to biomarker measurements or serology applications and provides primary scientific and technical support for all MSD products. The role supports customers, account managers, application scientists, and internal staff through verbal and written guidance, troubleshooting, case investigation, and issue resolution. It also maintains case documentation, prepares reports, analyzes data, and collaborates with field application scientists and other team members. Specific duties may vary depending on departmental requirements.

Requirements

Bachelor’s degree in a technical, scientific, or engineering discipline.
At least 2 years of laboratory experience with demonstrated hands-on technical ability, which may include work study, independent study, internship, or externship experience.
At least 3 years of experience in a technical support or service position supporting products in the life science or diagnostics industry.
Consistent performance and aptitude for managing additional responsibility and accountability for consideration at the next level.
Strong scientific fundamentals and analytical background.
Logical problem-solving skills and 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.
Ability to effectively explain the concepts behind laboratory techniques and procedures.
Excellent oral, written, communication, and interpersonal skills.
Ability to communicate issues, problems, and results that affect laboratory data timelines, accuracy, and reliability.
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 advance this knowledge on the job.
Creativity, latitude, and ability to multitask in an environment with changing priorities.
Ability to communicate and exchange information, use equipment necessary to perform the job, and move about the office.

Nice To Haves

Independent research experience.

Responsibilities

Provide primary scientific support verbally and in writing 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 handle difficult cases by formulating customer resolutions.
Handle and monitor case investigations.
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 clear, consistent, and complete documentation of customer case logs.
Prepare monthly and year-end reports and maintain a weekly summary of open cases.
Analyze data and develop conclusions.
Participate in global and regional meetings with Field Application Scientists.
Assist other team members as available.
Adapt specific duties as required by departmental needs.