Product and Scientific Support Representative

Job type: Full-Time
Accepting BioReady™: Yes
Category: Customer Service
Education: Bachelor
Experience: 0-3 Years
Salary:
Location: Grenoble, Dauphiné
Posted: April 12, 2019
Ends: May 12, 2019

Job Description Summary

We have a new role for a Product and Scientific Support Representative located in France. The successful candidate will be in charge of providing front line technical/scientific support on the STEMCELL product portfolio to our global customer base and sales staff. As a Product & Scientific Support Representative, you will be accountable for maintaining a high level of service and professional support to all of STEMCELL’s customers in a fast-paced and dynamic environment.

Job Description

  • Develop good STEMCELL products knowledge to readily assist customers with any technical/scientific requests.
  • Provide information to sales reps, distributors, and customers on new and existing products, ensuring adequate and timely follow-up.
  • Dispatch calls, emails, and web chats from customers.
  • Perform basic troubleshooting on experimental design for product optimization and solutions, while escalating complex questions or issues to departmental product specialists.
  • Liaise with scientific staff to address customer’s queries and special requests
  • Work with customer service to resolve order issues.
  • Facilitate product complaints and returns as directed by Supervisor.
  • Document all communications and interactions with customers in CRM database.
  • Contribute to and maintain STEMCELL Knowledge Database.
  • Deliver customer feedback to contribute to new product design.
  • Expand technical knowledge on specific product line(s) into a specialty.
  • Provide laboratory training to internal staff as part of STEMCELL’s Education Programs.
  • Develop Technical and Educational Tools for internal and customer use.

Qualifications

  • MSc/BSc with relevant work experience in the biological sciences or related field, or new PhD graduate.
  • Broad scientific knowledge and significant hands-on laboratory experience with mammalian cell culture is required.
  • Flow cytometry and cell separation experience would be an asset.
  • Demonstrated passion for science and learning.
  • Exceptional attention to detail.
  • Excellent problem solving and critical thinking skills, combined with the drive to enhance efficiency by making improvements to operational processes and procedures.
  • Multi-tasking and organizational skills, with the ability to manage regular interruptions.
  • Strong time management and determination to meet short and long-term project deadlines.
  • Excellent interpersonal skills, with the ability to work effectively both independently and as part of a dynamic team.
  • Outstanding communication skills, with talent to explain scientific and technical information to both experts and non-experts alike.
  • 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.
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