Scientific Support Manager, Customer Experience

Default (MSD); Maryland; Sur place; USD 88 000 - 134 000; Plein temps

Avantages offerts par ce poste

Medical coverage

401(k) with match

Paid time off

Disability insurance

Employee assistance program

Résumé du poste

Meso Scale Diagnostics (MSD) is seeking a Manager I, Scientific Support to lead internal scientific support activities and enhance the MSD customer experience. You will develop objective support metrics, guide a team, and ensure high quality interactions across MSD products.

The role requires a BS (or higher) in a life sciences field, with 2+ years lab experience and 3–5 years in customer-focused support, including leadership exposure.

Qualifications

• B.S. in biology, biochemistry, immunology, biotechnology, or related discipline; M.Sc. in life sciences preferred.
• Minimum of 2 years of hands-on technical laboratory experience in related discipline (immunology, molecular biology, drug discovery, or biochemistry). 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.

Responsabilités

• 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 issues; resolve difficult cases.
• Manage on-call and after-hours support rotations.
• Support development and implementation of departmental procedures to enable excellent customer service; set and achieve goals and quality standards.

Connaissances

Oral and written communication

Presentation and training

Immunoassays knowledge

Analytical skills

Multi-tasking in dynamic priorities

Team leadership

Formation

Bachelor of Science in biology/related field

Master of Science in life sciences (preferred)

Outils

MS Office Suite

Description du poste

Meso Scale Diagnostics (MSD) is seeking a Manager I, Scientific Support to lead internal scientific support activities and enhance the MSD customer experience. You will develop objective support metrics, guide a team, and ensure high quality interactions across MSD products.

The role requires a BS (or higher) in a life sciences field, with 2+ years lab experience and 3–5 years in customer-focused support, including leadership exposure.