Manager , Scientific

Position: Manager I, Scientific Support
Location: Albenga

POSITION SUMMARY  The 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.
DUTIES AND 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 reported issues
Handle difficult cases and formulate satisfying resolutions for customers

Manage on-call and after hours support rotations
Support the development and implementation of departmental operational procedures and policies that enable and ensure delivery of excellent customer services  Set and achieve customer service operations goals, quality standards and results by using ‘best practices’
Ensure adherence to organizational procedures, policies and systems
Maintain 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
Perform weekly and monthly trouble ticket performance metric trending
Use manual and automated tools and databases to monitor trouble ticket activity and performance metrics

Identify, 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 customers  Interface with other departments to develop improved procedures, training on new catalog products and understanding the external scientific support experience
Assist existing customers with assay troubleshooting and data analysis
Provide support for customers wishing to develop their own assays on MSD
Collaborate with sales managers to coordinate interactions between the sales and applications teams in the territory

Responsible for performance management and training for team members  Review/revise/develop position descriptions for all existing and newly developed positions
Develop and implement training curriculum and personal development plans
Conduct training as required to exceed goals and service standards
Develop personnel performance management and skill development goals

Other duties as assigned.
EXPERIENCE AND QUALIFICATIONS   B.S. in biology, biochemistry, immunology, biotechnology, or other related discipline; M.Sc. in life sciences is preferred.
Minimum 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.
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.
KNOWLEDGE,

SKILLS AND ABILITIES

Excellent oral, written communication and interpersonal skills are required
as a core competency to include presentation and training styles
Display a thorough understanding of the principles of immunoassays, their development and their applicability in different research fields
Ability to demonstrate superior competency in analytical skills along with strong scientific fundamentals
Proficiency in MS Office Suite
A wide degree of creativity and latitude is expected including the…