CTG Scientific Support Specialist in Tewksbury, Massachusetts
Title: Scientific Support Specialist
Job Number: 18205944
CTG's premier Fortune 500 client in Tewkesbury, MA, has a long-term assignment for a Scientific Support Specialist to promote customer satisfaction and loyalty by responding to customer inquiries with accurate information in a timely manner. Technical inquiries are addressed by telephone or e-mail, and can be directly applicable to product use and documentation (e.g., certificates, protocols), applications support, product troubleshooting, Sales leads, product performance issues/concerns, and product selection. Customer inquiries are received from end-users, Distributors, client customer service (CS), and client sales account managers. This position is responsible for troubleshooting product quality issues/concerns, and requires knowledge of complaint entry and handling in the complaint management system. Provides product and applications training for the CS team and other business groups as required. Participates in product/trade shows and collaborates with other departments/regions as required: Sales for lead delivery, Marcom for literature review and editing, participation in Webinar/Seminar programs, business team participation, and engagement with global Scientific Support teams in EU, China, and Japan.
Major responsibilities of this position are:
Answer customer inquiries by phone and email
Deliver product training as required
Maintain and update the Expert System of product and applications information database
Participate in product quality complaints handling process, especially in the area of issue/concern troubleshooting
Collaborate with other departments/regions to assist with technical questions / consults, deliver leads to the Sales team, and support the Marketing / Marcom departments (edit literature, participate in Webinar/Seminar program), and engage with the global Scientific Support teams
Bachelor degree in Life Science (cell biology, biology, cancer biology, stem cell biology, cell based focus areas or any other related field) or equivalent
Master degree a plus
Recent college graduates meeting these requirements can be ideal candidates and will be highly considered
Able to maintain a professional telephone dialog with external and internal customers
PC proficiency in the Windows environment, including MS Word, PowerPoint, and Excel; includes accurate and efficient use of internal computer systems
Able to quickly search and navigate the Expert Technical Database System and the CLS Website for product and applications information
Minimum of 2 years lab experience (within the education/degree focus area or related) preferably cell culture, genomics, drug discovery; preferred experience with eukaryotic cell culture
Internships in these areas will/can be considered as required experience
Candidates with backgrounds in Life Sciences, Lab based companies (Biotechnology, Pharmaceutical, CROs), Academics (in related field) may be ideal candidates
Able to learn new databases in order to enter product complaints and access customer information (i.e., Salesforce.com, PeopleSoft)
Able to review and edit new technical application notes, technical papers, and Marketing literature
Able to work with and communicate effectively (orally and in writing) with Scientific Support team members and colleagues in other departments / regions
Able to remain professional and exhibit patience when addressing customer concerns
Able to lead initiatives and activities w/in the Scientific Support team, as required
Up to 5% travel
This position pays on a W2 basis (no C2C or 1099's).
APPLY NOW for resume review by recruiter Pam Gewin!
IMPORTANT NOTE: All qualified candidates must successfully pass a background check and a drug screen to be considered for the position.
CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses.
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
Job: Customer Support