Scientific Support Specialist
3 weeks ago
The Scientific Support Specialist plays a pivotal role in helping researchers achieve cutting-edge scientific results by providing timely, high-quality support to customers using our full portfolio of products, including Dharmacon brand gene editing, RNAi, cell culture, gene expression, and companion diagnostic products.
Working as part of our highly experienced technical team, the Scientific Support Specialist will utilize their scientific expertise daily to guide customers through their full experimental journey, addressing pre-sales questions and inquiries, troubleshooting problems, and managing complaints in a fast-paced and dynamic work environment.
Key Responsibilities
- Provide scientific support by phone, email, and webchat to customers requesting product guidance and/or help troubleshooting experiments, with an emphasis on supporting English and Chinese Mandarin conversations.
- Maintain up-to-date knowledge of our dynamic portfolio of products, solutions, and services.
- Effectively communicate with interdepartmental teams.
- Understand product applications, challenges, and strategies for good experimental design.
- Work with customersupport, R&D, and product management as part of troubleshooting activities.
- Support local and international field-based teams by answering scientific inquiries.
- Continually strive to improve soft skills to provide an outstanding customer experience.
- Assist in the preparation and review of technical documents and web content for new and existing products.
Basic Qualifications:
- MS or Ph.D. in Biological Sciences.
- Fluent in Chinese Mandarin spoken and written.
- 1-2+ years hands-on practical experience in standard molecular and cellular biology techniques and procedures, including but not limited to qPCR, PCR, cloning, and transfection/transduction.
Preferred Qualifications:
- Experience with gene editing and/or RNAi.
- Previous technical or customer support experience.
- Experience using a CRM.
- Excellent analytical, problem-solving, and interpersonal skills.
- Outstanding listening, verbal, and written communication skills required.
- Attention to details essential.
- Ability to work effectively in a team environment.
- Strong self-motivation and focus.
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