About this role
POSITION SUMMARY:
This position serves as a technical liaison to customers interested in cutting edge projects related to biomarker measurements or serology applications and serves as the primary scientific/technical support for all MSD products.
DUTIES AND RESPONSIBILITIES:
• Primary scientific support (verbal and written) for customers, account managers, application scientists and internal staff o Technical customer liaison for Prototype Printing Services o Take customer support calls to identify and record reported issues with the product o Reproduce and troubleshoot reported issues o Handle difficult cases and formulate satisfying resolutions for customers • Monitor, review and process case investigations o Handle case investigations o Monitor key systems during working hours and at scheduled times on weekends/holidays o Monitor trouble ticket database and drive issues to conclusion o Participate in on-call rotation for after-hours support • Maintain consistent, clear and complete documentation of customer case logs o Prepare monthly and year-end reports o Maintain weekly summary of open cases o Analyze data and develop conclusions • Cross Functional Collaboration o Participate in Global Meetings and Regional Meetings with the Field Application Scientists o Assist other members of team as available • Specific duties may vary depending upon departmental requirements
EXPERIENCE AND QUALIFICATIONS:
• Bachelor’s degree in a technical/scientific/engineering discipline is required • Minimum 2 years laboratory experience with proven hands-on technical abilities in areas such as work study, independent study, internship or externship o Independent research experience preferred • Minimum 3 year of experience in technical support/service position supporting products in the life science or diagnostics industry • A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration
KNOWLEDGE, SKILLS AND ABILITIES:
• Strong scientific fundamentals and analytical background o Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion • Demonstrate understanding and ability to independently design and execute assay and reagent troubleshooting, optimization and validation experiments • Well versed in common lab techniques and procedures such as Western Blot, sandwich immunoassays and simple protein purification methodologies o Ability to explain concepts behind the techniques and procedures effectively • Excellent oral, written communication and interpersonal skills are required o Effectively communicate issues/problems and results that impact timelines, accuracy and reliability of laboratory data o Track record of successful internal and third party relations • Working knowledge of Workbench Data Analysis Tool software • Proficiency in MS Office Suite o Experience with standard data analysis tools (Excel, GraphPad Prism) and the quantitative background to advance this knowledge on the job is expected • 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 standard office environment.