Job Description Summary

Reporting to the Manager or Associate Director, the Senior Scientific Support Representative is responsible for providing product and scientific support and guidance to new, existing and potential customers, as well as distributors and sales staff through live-chat, phone and email communications. 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. This role is also involved in the development of internal and external educational tools and content.

Job Description

Responsibilities:

• Provide support to general customer inquiries.      

• Work within a departmental functional team to provide product and scientific support to new and existing customers, as well as distributors and Sales staff.

• Ensure customer requirements are accurately and promptly met by adhering to the business service level agreement and maintaining the highest standard of customer service.

• Responsible for departmental meeting minutes.

• Act as the Project Team Coordinator for customer-facing Tech Tips.

• Assist in administering departmental platforms (eg. Confluence, Salesforce, LiveChat) and process optimization projects.

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

• Execute ad-hoc projects as determined by the manager.

Qualifications:

• Bachelor’s degree with a minimum of 2 years of work experience or a Master’s/Ph.D. degree with no work experience in life sciences.

• Basic mammalian cell culture theory and practice

• Demonstrated knowledge of immunology theory is required. Experience in cell separation and flow cytometry is an asset.  

• Fluency in English is required, fluency in additional languages would be an asset.

• Excellent communication and interpersonal skills.

• Strong time management, multitasking, 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.

• Experience working with collaborative platforms such as Google Suite, Salesforce, and/or Confluence would be preferred.

• Must be legally eligible to work in China on an ongoing basis.

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. 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, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, 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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