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Product and Scientific Support Assistant

LocationVancouver, British Columbia
Job ID R0000083 Date posted 07/27/2017

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 950 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.

Job Description Summary

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 includes receiving and investigating basic product complaints. This position is responsible for maintaining the highest standard of customer service. This is a 6 month fixed term position.

Job Description


  • Manage and dispatch telephone, email, and web chat correspondence with customers.

  • Maintain a high level of service and professionalism to all our customers.

  • Document all communications and interactions with customers in CRM database.

  • Provide information to sales reps, distributors, and customers on new and existing products, ensuring the appropriate follow-up in a timely manner.

  • Escalate product troubleshooting questions or issues to departmental product specialists.

  • Work with customer service to resolve order issues.

  • Facilitate product complaints and returns as directed by Supervisor.

  • Perform scientific literature and patent searches and conduct web-based research on novel applications for products, as needed.

  • Liaise with scientific staff to address customer’s queries and special requests.

  • 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

  • Complete personal and annual goals on a quarterly scale, as defined by Manager.

  • Execute ad-hoc projects and tasks as determined by Manager.


  • Minimum BSc degree in a life science such as cell biology, biochemistry, or molecular biology. Experience in the field of stem cell research is an asset.

  • Proven customer support experience or experience as a client service representative.

  • Administrative experience within a research environment or biotechnology company would be an asset

  • Excellent verbal, written, and interpersonal communication skills. Energetic and enthusiastic with a proven ability to contribute to a positive working environment.

  • Strong organizational and time management skills accompanied by good judgment in order to prioritize, multitask and work independently in a fast-paced, positive work environment.

  • Demonstrated ability to problem solve and initiate improvements in operational procedures to enhance efficiency; exceptional attention to detail.

  • Ability to explain product and scientific information to both experts and non-experts alike.

  • Project management experience and familiarity with database software is an asset.

  • Demonstrated passion for science and learning.

  • Some hands-on laboratory experience is required.

  • Demonstrated knowledge of mammalian cell culture theory is required.

  • Ability to manage regular interruptions to workflow.

  • Ability to work effectively both independently and as part of a dynamic team.

  • Proficient with Microsoft Office and/or Google Productivity tools.

  • 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.

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.