04 ott - Albenga
Msd
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.
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DUTIES AND RESPONSIBILITIES
- Provide scientific support (verbal and written) for customers, account managers, application scientists and internal staff
- Take customer support calls to identify and record reported issues with the product
- Reproduce and troubleshoot reported issues
- 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
- Set and achieve customer service operations goals, quality standards and results by using 'best practices'
- Ensure adherence to organizational procedures, policies and systems
- 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
- Perform weekly and monthly trouble ticket performance metric trending
- 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 exter
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