Manager I, Scientific Support

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/89o2rs

POSITION SUMMARYThe 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.Faccia ora il prossimo passo nella sua carriera: scorra verso il basso per leggere la descrizione completa del ruolo e invii la sua candidatura.DUTIES AND RESPONSIBILITIESProvide scientific support (verbal and written) for customers, account managers, application scientists and internal staffTake customer support calls to identify and record reported issues with the productReproduce and troubleshoot reported issuesHandle difficult cases and formulate satisfying resolutions for customersManage on-call and after hours support rotationsSupport the development and implementation of departmental operational procedures and policies that enable and ensure delivery of excellent customer servicesSet and achieve customer service operations goals, quality standards and results by using 'best practices'Ensure adherence to organizational procedures, policies and systemsMaintain 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 auditsPerform weekly and monthly trouble ticket performance metric trendingUse manual and automated tools and databases to monitor trouble ticket activity and performance metricsIdentify, 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 customersInterface with other departments to develop improved procedures,



training on new catalog products and understanding the external scientific support experienceAssist existing customers with assay troubleshooting and data analysisProvide support for customers wishing to develop their own assays on MSDCollaborate with sales managers to coordinate interactions between the sales and applications teams in the territoryResponsible for performance management and training for team membersReview/revise/develop position descriptions for all existing and newly developed positionsDevelop and implement training curriculum and personal development plansConduct training as required to exceed goals and service standardsDevelop personnel performance management and skill development goalsOther duties as assigned.EXPERIENCE AND QUALIFICATIONSB.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 ABILITIESExcellent oral, written communication and interpersonal skills are requiredas a core competency to include presentation and training stylesDisplay a thorough understanding of the principles of immunoassays,



their development and their applicability in different research fieldsAbility to demonstrate superior competency in analytical skills along with strong scientific fundamentalsProficiency in MS Office SuiteA wide degree of creativity and latitude is expected including the ability to multi-task in an environment with changing prioritiesPHYSICAL DEMANDSThis position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.WORK ENVIRONMENTThis position is performed in a traditional office environment.COMPENSATION SUMMARYThe 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 vantaggi from the Company's overall success.BENEFITS SUMMARYmedical, dental, and vision coverageprescription benefits401(k) plan with company matchingflexible spending accountscompany-paid short- and long-term disability insurancegroup life and accidental death and dismemberment insurancepaid vacationpaid sick leavepaid holidayspaid parental leaveemployee assistance programfitness club membership contributionpet insuranceidentity theft protectionhome and auto insurance discountsoptional supplemental life insuranceEEO/AA STATEMENTMSD 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.
xysqume For our full EEO/AA and Pay Transparency statement, please click on the following link: Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.
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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/89o2rs