Senior Manager, Field Application Support

POSITION SUMMARY 

The purpose and scope of the position is to manage a regional team of field application scientists (FAS). Specifically the manager will monitor individual performance, identify areas of growth and continuing education, train new field application scientists in the territory and ensure company directives and policies are followed by all team members. This position will also be responsible for field application support to include providing scientific support to account managers, new and existing customers for selected accounts in assigned territory.  Finally, this position will mentor and provide guidance to other FAS Managers.

• →Responsible for ensuring the integration of information between sales and marketing groups to provide resolution of customer issues and expand the customer base through scientific networking.
• →Ensure successful team building by completing the following duties:
  • →Managing a regional team of field application scientists.
  • →Performing annual, intermittent and disciplinary reviews.
  • →Providing training and development opportunities for new and current  team members.
  • →Providing ongoing mentoring and support for reporting by team member.
  • →Working closely with Director or Vice President of Scientific Support as needed.
  • →Mentoring FAS Managers.
• →Manage Customer Support
  • →Train customers on the use of MSD assays, instrumentation and software.
  • →Assist existing customers with assay troubleshooting and data analysis.
  • →Provide support for customers wishing to develop their own assays on MSD.
  • →Collaborate with regional sales managers to coordinate interactions between the sales and applications teams in the territory.
• →Create reports and presentations from assay development visits, trainings and new evaluations.
• →Present scientific seminars at customer sites and conferences.
• →Present internal scientific peer training session to sales, FAS and management teams.
• →Attend conferences and trade shows, provide feedback and reports.
• →Provide market and product feedback to internal teams.
• →Monitor and review current literature referencing MSD products.
• →Be aware of and maintain a good working knowledge of key competitor technologies and provide strategic information to colleagues and sales team.

• Ph.D. in Life Sciences or related area required
  • Master’s or Bachelor’s degree in related field with equivalent experience considered
• A minimum of five years of experience in a field application or scientific support position required; including a minimum of three years of hands on experience working in molecular biology lab, clinical lab, discovery lab or biochemistry in a research or clinical setting
• Experience in protein biochemistry required
• A minimum of five years of supervisory experience

• A thorough understanding of the sales process for capital equipment  and reagent sales in the life sciences marketplace
• Demonstrated a thorough understanding of the principles of immunoassays, their development and their applicability in different research fields
• A professional presence and strong interpersonal skills for interacting in a courteous, timely, and diplomatic manner with customers.  
• Organizational, project, and priority management skills for planning, executing and following up on issues, projects and daily responsibilities in order to meet established deadlines.
• Solid leadership skills with demonstrated knowledge and understanding of staff management practices and the ability to establish accountabilities and expectations and manage performance to achieve results.
• Solid communication (written and verbal) skills with the ability to translate information into a meaningful, understandable context and message, regardless of the format (e.g., documents, public speaking situations, presentations, etc.).
• Ability to effectively deal with internal and external customers and staff. Ability to interact with a high level of patience, tact, and diplomacy, and can maintain composure under pressure.  Can easily mediate and resolve conflicts.
• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Demonstrated critical thinking and analytical skills, as well as the ability to handle complex situations and demonstrate sound judgment and problem-solving
• Good understanding and competency with software and software systems.
• Working knowledge of lab regulatory environments in academia and industry, experience of GxP workspaces.
• Ability to travel and work outside normal business hours as needed.

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office and travel on a regular basis.

This position may require up to 30-50% travel within the designated territory to  customer sites up to four/five days a week These visits may include work in a laboratory environment (which can include work with chemicals and hazardous materials).

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please visit here.  

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