STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore. Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training. We have over 800 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree. STEMCELL is proud to be the largest Biotechnology employer in Canada.
We currently have an opening for a Product and Scientific Support Specialist position in Cambridge, MA, USA. This position's primary responsibility is to provide product and scientific support to new and existing customers, as well as Distributors and Sales staff. This position is also responsible for managing complex issues and product complaints, and developing and applying high level technical skills and specialized knowledge on one or more product lines. S/he assures training and knowledge transfer within the team and to sales staff. This position is responsible for maintaining the highest standard of customer service.
DUTIES AND RESPONSIBILITIES:
Develop a good understanding of all products in the STEMCELL portfolio to readily assist customers with any product and/or scientific requests.
Document all communications and interactions with customers in Customer Relationship Management database.
Contribute to and maintain the STEMCELL Knowledge Database.
Deliver customer feedback to contribute to product improvement and new product design.
Troubleshoot experimental design for product optimization and solutions.
Investigate any product complaints by working with relevant departments.
Provide laboratory training to customers and sales staff as part of STEMCELL’s Education Programs.
Develop Technical and Educational Tools for internal and customer use.
Plan and execute personal and annual goals on a quarterly scale.
Additional duties as required.
Bachelor's with 3-8+ years experience; Master's with 2-6+ years experience; PhD with 1-2+ years experience.
Demonstrated passion for science and learning.
Broad scientific knowledge and significant hands-on laboratory experience.
Extensive experience with mammalian cell culture is required.
Cell separation and/or flow cytometry experience are required.
Demonstrated communication, interpersonal and critical thinking skills.
Strong time management, multi-tasking and organizational skills.
Ability to manage regular interruptions to work-flow.
Ability to work effectively both independently and as part of a dynamic team.
Ability to explain product and scientific information to both experts and non-experts alike.
Demonstrated ability to meet short-term project deadlines.
Experience working with collaborative software programs such as SharePoint and/or Confluence would be preferred.
Strong English language skills are required.
Fluency in additional languages would be an asset.