ph3POSITION SUMMARY /h3pThe 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. /ph3DUTIES AND RESPONSIBILITIES /h3ulliProvide scientific support (verbal and written) for customers, account managers, application scientists and internal staffulliTake customer support calls to identify and record reported issues with the product /liliReproduce and troubleshoot reported issues /liliHandle difficult cases and formulate satisfying resolutions for customers /li /ul /liliManage on-call and after hours support rotations /liliSupport the development and implementation of departmental operational procedures and policies that enable and ensure delivery of excellent customer servicesulliSet and achieve customer service operations goals, quality standards and results by using ‘best practices’ /liliEnsure adherence to organizational procedures, policies and systems /liliMaintain 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 /liliPerform weekly and monthly trouble ticket performance metric trending /liliUse manual and automated tools and databases to monitor trouble ticket activity and performance metrics /li /ul /liliIdentify, 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 customersulliInterface with other departments to develop improved procedures,



training on new catalog products and understanding the external scientific support experience /liliAssist existing customers with assay troubleshooting and data analysis /liliProvide support for customers wishing to develop their own assays on MSD /liliCollaborate with sales managers to coordinate interactions between the sales and applications teams in the territory /li /ul /liliResponsible for performance management and training for team membersulliReview/revise/develop position descriptions for all existing and newly developed positions /liliDevelop and implement training curriculum and personal development plans /liliConduct training as required to exceed goals and service standards /liliDevelop personnel performance management and skill development goals /li /ul /liliOther duties as assigned. /li /ulh3EXPERIENCE AND QUALIFICATIONS /h3ulliB.S. in biology, biochemistry, immunology, biotechnology, or other related discipline; M.Sc. in life sciences is preferred. /liliMinimum 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. /lili3 - 5 years of experience in field application, scientific support or related customer focused role; plus 1 - 2 years’ experience as a lead or supervisor. /liliAn understanding of the customer service process in the life sciences marketplace. /li /ulh3KNOWLEDGE, SKILLS AND ABILITIES /h3ulliExcellent oral, written communication and interpersonal skills are required /lilias a core competency to include presentation and training styles /liliDisplay a thorough understanding of the principles of immunoassays, their development and their applicability in different research fields /liliAbility to demonstrate superior competency in analytical skills along with strong scientific fundamentals /liliProficiency in MS Office Suite /liliA wide degree of creativity and latitude is expected including the ability to multi-task in an environment with changing priorities /li /ulh3PHYSICAL DEMANDS /h3pThis position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office. /ph3WORK ENVIRONMENT /h3ulliThis position is performed in a traditional office environment. /li /ulh3COMPENSATION SUMMARY /h3pThe 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 premio 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. /ph3BENEFITS SUMMARY /h3ullimedical, dental, and vision coverage /liliprescription benefits /lili401(k) plan with company matching /liliflexible spending accounts /lilicompany-paid short- and long-term disability insurance /liligroup life and accidental death and dismemberment insurance /lilipaid vacation /lilipaid sick leave /lilipaid holidays /lilipaid parental leave /liliemployee assistance program /lilifitness club membership contribution /lilipet insurance /liliidentity theft protection /lilihome and auto insurance discounts /lilioptional supplemental life insurance /li /ulh3EEO/AA STATEMENT /h3pMSD 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: /ppMeso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates. /p /p #J-18808-Ljbffr

📌 Manager I, Scientific Support (Albenga)
🏢 Msd
📍 Albenga