Scientific Support Manager I

MSD; Albenga; In loco; EUR 77.000 - 118.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision coverage

401(k) plan with company matching

Paid vacation

Descrizione del lavoro

MSD is seeking a Manager I, Scientific Support in Italy to lead the internal scientific support function, improve the customer experience, and drive performance metrics for MSD products. The role focuses on developing a high-quality Scientific Support team capable of delivering expert scientific assistance to customers, account managers, and internal staff.

Responsibilities include managing on-call support, developing procedures, and ensuring compliance with process standards while training

Competenze

• 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.

Mansioni

• 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 external customers
• Interface with other departments to develop improved procedures, training on new catalog products and understanding the external scientific support experience
• Assist existing customers with assay troubleshooting and data analysis
• Provide support for customers wishing to develop their own assays on MSD
• 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
• Review/revise/develop position descriptions for all existing and newly developed positions
• Develop and implement training curriculum and personal development plans
• Conduct training as required to exceed goals and service standards
• Develop personnel performance management and skill development goals
• Other duties as assigned.

Conoscenze

Customer support

Laboratory experience

Leadership

Problem solving

Communication skills

Formazione

B.S. in biology/biochemistry/immunology/biotechnology (or related)

M.S. in life sciences preferred

Descrizione del lavoro

MSD is seeking a Manager I, Scientific Support in Italy to lead the internal scientific support function, improve the customer experience, and drive performance metrics for MSD products. The role focuses on developing a high-quality Scientific Support team capable of delivering expert scientific assistance to customers, account managers, and internal staff.

Responsibilities include managing on-call support, developing procedures, and ensuring compliance with process standards while training