United States onlyPOSITION SUMMARY:
The Technical Applications Scientist I(TAS) provides scientific and technical support to MSD customers. This role drives customer success by addressing inquiries related to MSD’s products, software, applications, and technologies. This position will ensure timely and effective resolution of customer issues, and improve customer satisfaction.
DUTIES AND RESPONSIBILITIES:
- Scientific & Instrument Troubleshooting: Serve as first level contact for scientific inquiries, providing support to customers facing challenges with assay performance, instrument functionality, and experimental design. Evaluate and interpret instrument and software log files to troubleshoot and identify a path for issue resolution.
- Cross-functional Collaboration: Collaborate closely with the Instrument Service, Field Application Support, and Software Support teams to resolve issues that require specialized assistance or a field visit. Serve as a liaison between customers, Product Development, and R&D groups to escalate customer feedback internally.
- Case Management & Resolution: Oversee the timely resolution of customer inquiries, and complaints. Monitor the progress of cases to ensure that customer expectations are met and that resolution timelines are adhered to, ensuring a seamless experience for customers.
- Scientific Consultation & Application Support: Provide technical consultation to customers on experimental design, data interpretation, assay optimization, and workflow enhancements. Guide customers in the effective use of MSD’s technologies to optimize their research outcomes.
- Customer Relationship Management: Cultivate and maintain strong, long-term relationships with customers. Proactively engage with customers to understand their scientific needs and ensure they receive exceptional service, fostering high customer satisfaction and loyalty.
- Documentation & Reporting: Ensure accurate documentation of customer interactions, support requests, and resolutions.
EXPERIENCE AND QUALIFICATIONS:
- Master’s degree in Life Sciences, Immunology, Biochemistry, Molecular Biology, or a related field.
o Ph.D. preferred.
- A minimum of three years of experience in a research or technology development capacity role in life sciences or biotechnology sector. Prior experience in technical support or application support is a plus.
- Hands on experience with MSD products is highly desirable.
KNOWLEDGE, SKILLS AND ABILITIES:
- Expertise in immunoassays and bioanalytical techniques.
- Developed troubleshooting and problem-solving skills, with the ability to resolve technical challenges in real-time.
- Exceptional verbal and written communication skills. Ability to convey complex scientific concepts clearly and effectively to diverse audiences.
- Strong interpersonal skills, with a passion for delivering exceptional customer service and building long-term customer relationships.
- Ability to work in a fast-paced environment and able to effectively deal with ambiguity.
- Ability to work both independently and as part of a larger cross-functional team supporting complex technologies.
- Proficiency with Salesforce (or any CRM system) is a strong plus.
- Proficiency in MS Office Suite, and scientific software.
- Strong attention to detail with the ability to manage complex workflows and document processes in a meticulous and organized manner.
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 typically performed in a home office environment.
COMPENSATION SUMMARY
The annual base salary for this position ranges from $85,900. to $131,000. 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 bonus 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.
BENEFITS SUMMARY
At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
EEO/AA STATEMENT
MSD 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 visit here.
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