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: \tPrimary scientific support (verbal and written) for customers, account managers, application scientists and internal staffo\tTechnical customer liaison for Prototype Printing Services o\tTake customer support calls to identify and record reported issues with the producto\tReproduce and troubleshoot reported issueso\tHandle difficult cases and formulate satisfying resolutions for customers\tMonitor, review and process case investigations o\tHandle case investigationso\tMonitor key systems during working hours and at scheduled times on weekends/holidayso\tMonitor trouble ticket database and drive issues to conclusiono\tParticipate in on-call rotation for after-hours support\tMaintain consistent, clear and complete documentation of customer case logso\tPrepare monthly and year-end reportso\tMaintain weekly summary of open caseso\tAnalyze data and develop conclusions\tCross Functional Collaboration o\tParticipate in Global Meetings and Regional Meetings with the Field Application Scientistso\tAssist other members of team as available \tSpecific duties may vary depending upon departmental requirementsEXPERIENCE AND QUALIFICATIONS:\tBachelors degree in a technical/scientific/engineering discipline is required\tMinimum 2 years laboratory experience with proven hands-on technical abilities in areas such as work study, independent study, internship or externshipo\tIndependent research experience preferred \tMinimum 3 year of experience in technical support/service position supporting products in the life science or diagnostics industry\tA demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level considerationKNOWLEDGE, SKILLS AND ABILITIES:\tStrong scientific fundamentals and analytical backgroundo\tLogical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion\tDemonstrate understanding and ability to independently design and execute assay and reagent troubleshooting, optimization and validation experiments \tWell versed in common lab techniques and procedures such as Western Blot, sandwich immunoassays and simple protein purification methodologies o\tAbility to explain concepts behind the techniques and procedures effectively\tExcellent oral, written communication and interpersonal skills are required o\tEffectively communicate issues/problems and results that impact timelines, accuracy and reliability of laboratory datao\tTrack record of successful internal and third party relations\tWorking knowledge of Workbench Data Analysis Tool software\tProficiency in MS Office Suiteo\tExperience with standard data analysis tools (Excel, GraphPad Prism) and the quantitative background to advance this knowledge on the job is expected\tA wide degree of creativity and latitude is expected including the ability to multi-task in an environment with changing prioritiesPHYSICAL 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.QualificationsEDUCATIONBachelors or better in Engineering or related fieldJob SummaryRequisition Number: SPECI003949Job Category: Scientific Technical SupportSchedule: Full-Time