Technical Solutions Scientist, Custom Assays and Solutions

POSITION SUMMARY:

The Technical Solutions Scientist is a customer-facing scientific and technical expert responsible for supporting custom assay and product solutions, including custom multiplexes, prototype printing, custom conjugation services, and other customer-specific assay requirements.

A key responsibility will be helping customers select and optimize solutions across MSD's V-PLEX, U-PLEX, S-PLEX, and ProteinXI-related technologies, including guiding customers in the transition from ProteinXI-focused panels to U-PLEX-based solutions where appropriate and coordinating with internal teams to ensure custom solution projects are delivered according to customer commitments.

DUTIES AND RESPONSIBILITIES:

• Serve as a trusted technical resource for customers pursuing custom assay and product solutions.

o Understand customer scientific objectives, target analytes, sample types, multiplexing requirements, performance expectations, and timelines.

o Recommend technically appropriate MSD solutions rather than simply responding to the customer's requested configuration.

o Provide guidance on multiplex assay design, including analyte compatibility, cross-reactivity, assay performance, sensitivity, dynamic range, sample matrix, and panel complexity.

o Provide technical guidance to help customers transition from ProteinXI-focused panels to U-PLEX solutions when appropriate.

o Evaluate whether customer requirements can be addressed through existing products or require a custom solution or additional development.

o Clearly communicate technical options, limitations, risks, assumptions, and trade-offs to customers and Sales.

o Identify technical issues early and engage appropriate internal subject-matter experts.

• Custom Project Management

o Own the technical coordination of custom requests from initial customer inquiry through internal hand-off, execution, and completion.

o Support custom multiplexes, prototype printing, custom conjugation, and other customer-specific solutions.

o Translate customer requirements into clear technical specifications for internal teams.

o Coordinate activities across Sales, Customer Service, Assay Development, R&D, Manufacturing, Quality, and other relevant functions.

o Establish and track project milestones, deliverables, dependencies, and customer commitments.

o Proactively identify schedule, technical, or resource risks and drive appropriate resolution.

o Maintain ownership of customer actions and communication even when execution has transferred to another internal team.

o Manage changes in customer requirements and communicate impacts on scope, feasibility, cost, and timelines.

• Sales and Customer Engagement

o Partner with Sales on opportunities involving custom assay and product solutions.

o Participate in customer meetings and technical discussions when required and provide scientific expertise during opportunity development.

o Support technical content for quotations, proposals, statements of work, and custom-product requests.

o Help Sales establish realistic technical expectations and timelines.

o Identify opportunities to expand customer adoption of MSD technologies through appropriate standard or custom solutions.

o Maintain strong customer relationships and serve as a trusted technical advisor.

• Case Management and Cross-Functional Support

o Manage customer technical cases and requests in Salesforce, maintaining accurate and timely documentation.

o Prioritize cases based on customer impact, urgency, technical complexity, and business importance.

o Maintain ownership of cases requiring cross-functional involvement and ensure appropriate follow-up through resolution.

o Ensure customer requirements and technical decisions are clearly documented and communicated during internal hand-offs.

o Identify recurring issues and opportunities to improve products, processes, documentation, and customer support.

• Voice of Customer and Continuous Improvement

o Capture and communicate customer feedback, emerging applications, and recurring technical needs.

o Identify opportunities for new standard products, assay panels, services, or process improvements based on customer requests.

o Recommend improvements that reduce project delays, rework, or gaps in the custom-solutions process.

o Contribute to development of standardized tools, workflows, technical guidance, and best practices.

• Specific duties will vary depending upon departmental requirements

EXPERIENCE AND QUALIFICATIONS:

• Bachelor's degree in biology, biochemistry, immunology, molecular biology, biotechnology, or a related discipline;

o Advanced degree preferred.

• A minimum of five years of relevant experience in life sciences, immunoassays, multiplex assay development, assay applications, technical support, custom services, or a related field.
• Experience in a customer-facing technical, applications, assay development, technical sales, or scientific support role.
• Experience with Salesforce or another CRM/case-management system.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong understanding of multiplex assay principles and factors affecting multiplex performance.
• Strong technical knowledge of MSD's V-PLEX, U-PLEX, and S-PLEX technologies.
• Strong scientific fundamentals and analytical background.
• Ability to translate customer scientific objectives into practical technical solutions.
• Demonstrated project-management skills and ability to manage multiple concurrent projects and competing priorities.
• Demonstrated propensity to be creative, collaborative, proactive, and self-motivated in the execution and completion of assigned tasks.
• Strong analytical skills with the demonstrated ability to gather and evaluate complex data and information and develop a recommendation and plan of action.
• Strong written and verbal communication skills.
• Strong organizational skills, attention to detail, and ability to work effectively under pressure and meet tight timelines.
• Attention to detail with demonstrated commitment to excellence and performance.
• Demonstrated ability to collaborate and influence across functional organizations.
• Proficiency in Microsoft Office (i.e., Word, Excel, PowerPoint, Outlook).

PHYSICAL DEMANDS:

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

WORK ENVIRONMENT:

This position is typically performed in a traditional home or office environment.

COMPENSATION SUMMARY:

The annual base salary for this position ranges from $88,100 to $134,400. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate’s knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.

BENEFITS SUMMARY:

At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.

EEO/AA STATEMENT:

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 click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.

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