Job Description Summary

Are you looking for an opportunity to transition from academia to biotech? Do you appreciate the importance of exceptional troubleshooting and customer support? If you have a broad range of lab skills, enjoy talking about science with other scientists, and love educating others, this could be a perfect fit for you!

Embrace our motto of “Scientists Helping Scientists” and leverage your scientific knowledge and troubleshooting skills by joining our Scientific Support Team as a Senior Scientific Support Representative! In this role, you will provide scientific support to potential, new, and existing customers across the globe, as well as distributors, and sales staff. This hybrid position is ideal for someone who wants to use their good communication skills developed at the bench to analyze data, troubleshoot experiments, and who likes to serve customers while indirectly contributing to scientific research topics. You must be a master multi-tasker with excellent communication abilities, an upbeat attitude, and an eye for detail. We are looking for someone with a broad base of scientific research skills, particularly someone with mammalian cell culture experience. These skills will be used to define and communicate solutions by phone, email, and live chat.

The Senior Scientific Support Representative is on the first tier of frontline support and is integral in ensuring customer satisfaction through high-quality, efficient, and effective scientific support.

Job Description

Duties and Responsibilities

• Provide exceptional product and scientific support to potential, new, and existing customers, distributors, and sales staff

• Manage and dispatch phone, email, and web chat correspondence with customers

• Maintain customer satisfaction by providing timely, high-quality answers, troubleshooting technical issues, and offering solutions

• Serve as a subject matter expert on STEMCELL's products and services, including staying up-to-date on new products and updates to existing products

• Document all communications and interactions with customers in a customer relationship management (CRM) database

• Maintain departmental platforms (e.g. Confluence, Salesforce) as per departmental best practices, and participate in process optimization projects

• May design and/or deliver training programs for non-technical audiences

Knowledge and Qualifications

• Master's degree in a scientific field such as biology, biochemistry, or molecular biology with a minimum of 2 years of relevant work experience or a PhD with no work experience in life sciences

• Theoretical and practical experience with mammalian cell culture, or with isolation and culture of immune cells and flow cytometry

• Excellent written and verbal communication, and interpersonal skills

• Strong problem-solving and critical-thinking abilities

• Previous experience with CRM and other customer support software would be an asset

• Ability to work independently and as part of a dynamic team, while managing and delivering on multiple activities and deadlines

• Fluency in English is required, fluency in French or another European language would be an asset

#hybrid #non-bench

STEMCELL Technologies 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 1000 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.

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 meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact. 

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

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