Specialist II, Scientific Support

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

oTechnical customer liaison for Prototype Printing Services

oTake customer support calls to identify and record reported issues with the product

oReproduce and troubleshoot reported issues

oHandle difficult cases and formulate satisfying resolutions for customers

• Monitor, review and process case investigations

oHandle case investigations

oMonitor key systems during working hours and at scheduled times on weekends/holidays

oMonitor trouble ticket database and drive issues to conclusion

oParticipate in on-call rotation for after-hours support

• Maintain consistent, clear and complete documentation of customer case logs

oPrepare monthly and year-end reports

oMaintain weekly summary of open cases

oAnalyze data and develop conclusions

• Cross Functional Collaboration

oParticipate in Global Meetings and Regional Meetings with the Field Application Scientists

oAssist 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

oIndependent 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

oLogical 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

oAbility to explain concepts behind the techniques and procedures effectively

• Excellent oral, written communication and interpersonal skills are required

oEffectively communicate issues/problems and results that impact timelines, accuracy and reliability of laboratory data

oTrack record of successful internal and third party relations

• Working knowledge of Workbench Data Analysis Tool software
• Proficiency in MS Office Suite

oExperience 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.