Scientific Support Specialist

Be part of something altogether life-changing!

Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40+ countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.

Forming part of the Biotechnology segment at Danaher, we bring together dedicated technical expertise and talent to develop the next generation of life-changing therapeutics.

The Scientific Support Specialist for Cytiva is responsible for ensuring remote service providing technical and application support to our customers in the USA and Canada, in alignment to the required quality standards, business strategies and corporate policies.

This position is part of the Genomic Medicine technical team located in the United States and will be fully remote. At Cytiva, our vision is, to advance future therapeutics from discovery to delivery.

In this role, you will have the opportunity to:

• Receive and process customer cases (issues, questions, documentation requests) coming from the field through a phone, email and chat line
• Provide effective troubleshooting skills to ensure customer satisfaction across the Genomic Medicine portfolio, including customer training and troubleshooting and resolution calls, using analytical tools and techniques
• Work with cross-functional teams (hardware engineering, software, applications) to define & develop unique solutions to meet user needs and ensuring that customer support is performed according to the key performance indicators of response time, case closure time and customer satisfaction. 
• Coordinate the flow of information between the commercial team, the supporting departments, and customers.
• Acquire and analyze data, interpret results, and draw conclusions with complete records in accordance with quality system requirements, while staying updated on relevant company technological advancements to continuously improve troubleshooting methodologies

The essential requirements of the job include:

• BS/MS with experience, Ph.D preferred, in Cell & Molecular Biology, BioEngineering, Cellular Therapy or related life sciences field
• 5+ years of laboratory, commercial or biotech experience: to include cellular therapy or customer support
• Demonstrated experience with operation and troubleshooting of scientific instruments and working with customers
• Demonstrated experience with working on cross-functional teams …