Manager I, Scientific Support

MSD Careers; United States; Remote; USD 88,000 - 134,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan with company matching

Paid vacation

Paid holidays

Disability insurance

Life insurance

Fitness club membership

Employee assistance program

Identity theft protection

Job summary

MSD in the United States is seeking a Manager I, Scientific Support to direct internal scientific support activities, improve the MSD customer experience, and develop metrics for support performance. The incumbent will lead the Scientific Support team to a standard that ensures the quality of support received.

The role requires managing on-call and after-hours rotations, implementing procedures for excellent service, and collaborating with sales to coordinate cross-team interactions across MSD

Qualifications

• B.S. in biology, biochemistry, immunology, biotechnology, or related discipline; M.Sc. preferred.
• Minimum of 2 years hands-on technical lab experience in related discipline; protein biochemistry preferred.
• 3-5 years experience in field application, scientific support or related customer-focused role; plus 1-2 years as lead or supervisor.
• Understanding of customer service process in life sciences marketplace.

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.
• Manage on-call and after-hours support rotations.
• Develop and implement departmental procedures to ensure delivery of excellent customer services.
• Set and achieve customer service operations goals, quality standards and results by using best practices.
• Identify, develop and implement best practice processes across the organization to improve efficiency and customer experience.
• Collaborate with sales managers to coordinate interactions between the sales and applications teams in the territory.

Skills

Scientific support

Customer service

Team leadership

Performance metrics

Communication skills

MS Office Suite

Education

B.S. in biology or related

M.Sc. preferred

Tools

MS Office Suite

Job description

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.

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 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.

EXPERIENCE AND QUALIFICATIONS

• 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.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent oral, written communication and interpersonal skills are required
• as a core competency to include presentation and training styles
• Display a thorough understanding of the principles of immunoassays, their development and their applicability in different research fields
• Ability to demonstrate superior competency in analytical skills along with strong scientific fundamentals
• Proficiency in MS Office Suite
• A wide degree of creativity and latitude is expected including the ability to multi-task in an environment with changing priorities

PHYSICAL DEMANDS

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT

• This position is performed in a traditional office environment.

COMPENSATION SUMMARY

The 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 benefit from the Company's overall success.

BENEFITS SUMMARY

• medical, dental, and vision coverage
• prescription benefits
• 401(k) plan with company matching
• flexible spending accounts
• company-paid short- and long-term disability insurance
• group life and accidental death and dismemberment insurance
• paid vacation
• paid sick leave
• paid holidays
• paid parental leave
• employee assistance program
• fitness club membership contribution
• pet insurance
• identity theft protection
• home and auto insurance discounts
• optional supplemental life insurance

EEO/AA STATEMENT

MSD 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. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.

Meso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.