Scientific Support Specialist
1 day ago
The Scientific Support Specialist plays a pivotal role in helping researchers achieve groundbreaking scientific results by providing timely and high-quality support to customers utilizing our comprehensive portfolio of products, including Dharmacon brand gene editing, RNAi, cell culture, gene expression, and companion diagnostic solutions.
As a key member of our highly experienced technical team, the Scientific Support Specialist will utilize their scientific expertise daily to guide customers through their entire experimental journey, encompassing pre-sales inquiries, troubleshooting, and complaint management in a fast-paced and dynamic work environment.
This role offers an exceptional opportunity for an applicant interested in transitioning from a scientific background to the commercial sector, providing extensive insight into the business world. The successful candidate will focus on supporting our customers in China, requiring flexibility in their working hours to ensure overlap with customers. The position will be based in our offices in Lafayette, CO, or Cambridge, UK, on a hybrid basis.
Key Responsibilities:- Provide scientific support via phone, email, and webchat to customers seeking product guidance and/or help troubleshooting experiments, with a focus 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 through both written and oral channels.
- Understand product applications, challenges, and strategies for good experimental design.
- Collaborate with customer support, R&D, and product management during troubleshooting activities.
- Support local and international field-based teams by answering scientific inquiries.
- Continuously 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.
- As a front-line representative of the company, this position will influence customer allegiance, requiring professionalism and courtesy at all times.
- MS or Ph.D. in Biological Sciences.
- Fluent in Chinese Mandarin spoken and written.
- 1-2+ years of hands-on practical experience in standard molecular and cellular biology techniques and procedures (including but not limited to qPCR, PCR, cloning, and transfection/transduction).
- 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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