上海招聘

Product & Scientific Support Specialist

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:·         

• Provide detailed information to sales reps, distributors, and customers on new and existing products.
• Troubleshoot product issues and research novel applications for products, as required.
• Work with customer service to resolve order issues.
• Document all communications and interactions with customers in CRM database.
• File and track progress of complaints/issues as part of a product investigation.
• Liaise with scientific staff to address customer’s queries and special requests.
• Provide feedback to R&D from customers on the use of products, improvements that could be made on existing products and new products that are required.
• Maintain accuracy and relevance of Product and Scientific Support knowledge database by updating internal database.
• Assist in drafting monthly product quizzes for sales reps and monthly technical tips.
• Prepare and distribute meeting minutes for weekly global Education and Product and Scientific Support meeting, as scheduled.
• Plan and complete personal and annual goals on a quarterly scale, with supervision.
• Site visits with sales reps (troubleshooting, demonstrations, seminars), as required.

                                            

QUALIFICATIONS:

• Bachelor’s degree with 3-8+ years’ lab experience; Master's degree with 2-4+ years’ lab experience; PhD with 0-2+ years’ lab experience.
• Strong English language and writing skills are required.
• Demonstrated passion for science and learning.
• Broad scientific knowledge and significant hands-on laboratory experience.
• Extensive experience with mammalian cell culture is required.
• Flow cytometry and/or cell separation experience would be an asset.
• 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.
  

STEMCELL Technologies China is a wholly foreign-owned company registered in China (Shanghai) Pilot Free Trade Zone, whose beneficial shareholder is STEMCELL Technologies Inc.
STEMCELL Technologies Inc. is a privately-owned biotechnology company headquartered in Vancouver, BC, that helps power leading-edge life sciences 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 and ancillary reagents. We have over 700 science-oriented employees, including 250 PhDs/MScs, with the majority of our other employees holding a BSc or engineering degree.
Our goal is to create novel, useful, high quality, standardized products to facilitate cancer and related healthcare research. We see ourselves simply as “scientists helping scientists”, standing by our customers around the globe to provide outstanding products, technical support and training. Driven by our love of science, and our passion for quality, STEMCELL now delivers over 2,000 products to more than 70 countries worldwide.
This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities. If you are interested in this exciting opportunity, please apply here.