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
• Technical customer liaison for Prototype Printing Services
• 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
• Monitor, review and process case investigations
• Handle case investigations
• Monitor key systems during working hours and at scheduled times on weekends/holidays
• Monitor trouble ticket database and drive issues to conclusion
• Participate in on-call rotation for after-hours support
• Maintain consistent, clear and complete documentation of customer case logs
• Prepare monthly and year-end reports
• Maintain weekly summary of open cases
• Analyze data and develop conclusions
• Cross Functional Collaboration
• Participate in Global Meetings and Regional Meetings with the Field Application Scientists
• 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
• 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
• 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
• Ability to explain concepts behind the techniques and procedures effectively
• Excellent oral, written communication and interpersonal skills are required
• Effectively communicate issues/problems and results that impact timelines, accuracy and reliability of laboratory data
• Track record of successful internal and third party relations
• Working knowledge of Workbench Data Analysis Tool software
• Proficiency in MS Office Suite
• 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.