Scientific Support Manager, Customer Experience

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

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