Job Description Summary

STEMCELL Technologies is a leading Canadian biotechnology company that provides innovative products and services to researchers around the world. We are a dynamic and growing team of scientists, engineers, and support staff who are dedicated to advancing the frontiers of life science research. We are seeking a Senior Scientific Support Representative to join our team. In this role, you will provide technical support to customers and serve as a subject matter expert on STEMCELL's products and services. You will have the opportunity to work closely with a team of highly skilled scientists and engineers, and to contribute to the development and delivery of training materials for customers. As a Senior Scientific Support Representative, you will be an integral member of the STEMCELL Technologies team, and you will have the opportunity to make a real impact on the research community. This is a fully remote role, travel may be required to Massachusetts or British Columbia a few times a year as required by the business.

Job Description

Duties and Responsibilities

• Contribute to the development and delivery of training sessions and webinars for customers

• Respond to customer inquiries in a timely and accurate manner, including escalating issues as needed to appropriate team members 

• Maintain customer satisfaction by troubleshooting technical issues and providing solutions, including working with customers to replicate and resolve issues in the laboratory 

• 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 

• Contribute to the development and delivery of training materials for customers, including creating new training materials and delivering webinars and in-person training sessions 

Knowledge and Qualifications

• Bachelor's degree in a scientific field such as biology, biochemistry, or molecular biology 

• 3+ years of experience in customer service, preferably in a scientific or technical field In-depth knowledge of life science research techniques and technologies 

• Excellent written and verbal communication skills, including the ability to clearly explain complex scientific concepts to a non-technical audience 

• Strong problem-solving and critical thinking abilities 

• Proficiency with CRM and other customer support software, including the ability to effectively document and track customer interactions and issues

This role requires being fully vaccinated against COVID-19 as per STEMCELL's vaccination policy, the current recommendations by local health authorities and as required by public health orders in place from time to time, including any COVID-19 boosters as recommended by local health authorities and as required by public health orders in place from time to time.

#Remote #non-bench

STEMCELL Technologies Inc. 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.

NOTE: STEMCELL’s vaccination policy requires that all candidates for this role be fully vaccinated against COVID-19 (including boosters), as currently recommended or required by local health authorities and public health orders, unless an exemption from this policy is approved through our accommodation request process.

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