Technical Support Scientist
Remote
Full Time
Mid Level
JOB TITLE: Technical Support Scientist
DEPARTMENT: Tech Support
FOCUS: Technical Support Scientist
LOCATION: Madison, WI
JOB SUMMARY
For over 25 years, Mirus Bio pioneered the manufacture of transfection reagents and proprietary technologies for nucleic acid delivery applications. Despite our extensive experience, we pride ourselves on maintaining the spirit of a startup. Our dynamic and forward-thinking approach has allowed us to stay agile and adapt to emerging trends. Our work is technical and cutting-edge, and we promote a culture of that encourages creativity, initiative, responsibility, and respect. Our team members are engaged and motivated by the desire to support our customers to practice good science to generate strong results. Mirus is establishing the future of science and medicine by developing products that enable researchers within the cell and gene therapy space. Mirus Bio recently became a part of MilliporeSigma, making it an exciting time as we enter a period of development.
OUR MISSION: Empower Discovery. Enable Innovation. Improve Life.
Mirus Bio is expanding and has an immediate opening for a Technical Support Scientist based in the U.S. This position is an integral part of the customer experience, and the right candidate will join a customer-centric team to provide comprehensive phone, online chat, and email-based technical and application support to our customers and distribution partners around the world. The Technical Support Scientist will report to the Technical Support Supervisor, will work independently, and will nurture the customer experience with the Sales & Support Team, Marketing, Customer Service, R&D, Quality and Production departments. Mirus Bio products include in vitro transfection reagents and kits, in vivo nucleic acid delivery kits, nucleic acid labeling kits and accessory products. This position is full time with a salary commensurate with experience and includes a competitive benefits package. The responsibilities outlined below may fluctuate depending on the number of projects, technical support case volume, and current business priorities.
We are currently on the lookout for a hands-on individual to join our passionate team. If you are someone who thrives in a collaborative, innovative, and fast-paced environment, join us in shaping the future of our industry and be a part of a team that continues to redefine possibilities. This is a full-time on-site position, with the potential for hybrid working. This role works cross-functionally with all departments within Mirus Bio.
DUTIES & RESPONSIBILITIES
REQUIREMENTS
Education:
Professional:
Travel Requirements:
This position has a salary range of $58,000 - $72,000 per year and will be commensurate with experience.
OUR CORE VALUES
Mirus Core Values:
Our passion is at the heart of our mission to give our customers and the scientific community the best transfection products, methods, and applications.
Mirus benefits include non-compensation benefits like health care, paid time off, retirement savings, and professional development.
Mirus Bio is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Mirus Bio makes hiring decisions based solely on qualifications, merit, and business needs at the time.
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job requirements for the positions listed above are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
DEPARTMENT: Tech Support
FOCUS: Technical Support Scientist
LOCATION: Madison, WI
JOB SUMMARY
For over 25 years, Mirus Bio pioneered the manufacture of transfection reagents and proprietary technologies for nucleic acid delivery applications. Despite our extensive experience, we pride ourselves on maintaining the spirit of a startup. Our dynamic and forward-thinking approach has allowed us to stay agile and adapt to emerging trends. Our work is technical and cutting-edge, and we promote a culture of that encourages creativity, initiative, responsibility, and respect. Our team members are engaged and motivated by the desire to support our customers to practice good science to generate strong results. Mirus is establishing the future of science and medicine by developing products that enable researchers within the cell and gene therapy space. Mirus Bio recently became a part of MilliporeSigma, making it an exciting time as we enter a period of development.
OUR MISSION: Empower Discovery. Enable Innovation. Improve Life.
Mirus Bio is expanding and has an immediate opening for a Technical Support Scientist based in the U.S. This position is an integral part of the customer experience, and the right candidate will join a customer-centric team to provide comprehensive phone, online chat, and email-based technical and application support to our customers and distribution partners around the world. The Technical Support Scientist will report to the Technical Support Supervisor, will work independently, and will nurture the customer experience with the Sales & Support Team, Marketing, Customer Service, R&D, Quality and Production departments. Mirus Bio products include in vitro transfection reagents and kits, in vivo nucleic acid delivery kits, nucleic acid labeling kits and accessory products. This position is full time with a salary commensurate with experience and includes a competitive benefits package. The responsibilities outlined below may fluctuate depending on the number of projects, technical support case volume, and current business priorities.
We are currently on the lookout for a hands-on individual to join our passionate team. If you are someone who thrives in a collaborative, innovative, and fast-paced environment, join us in shaping the future of our industry and be a part of a team that continues to redefine possibilities. This is a full-time on-site position, with the potential for hybrid working. This role works cross-functionally with all departments within Mirus Bio.
DUTIES & RESPONSIBILITIES
- Answer domestic and international technical questions via email, phone, webchat and video call
- Perform root-cause analysis on product performance issues with QC and Production departments and follow-up with the customers as needed, and record events in the Quality Management System (QMS)
- Review, process and follow-up on product sample requests
- Provide technical guidance on customer facing calls with the Commercial team
- Relay customer feedback and trends to product development and marketing teams
- Update and maintain Mirus Bio online transfection database – Reagent Agent (mirusbio.com/ra)
- Update and maintain quarterly product citations database for Mirus Bio products – Citations Database (mirusbio.com/citation)
- Create and edit technical product literature including user protocols, safety documents and quick reference materials for existing and new products.
- Work in the lab to support the Application Support Scientist, external customer needs, products, and internal knowledge database.
- Contribute to timely reports detailing technical service call logs, email, customer product performance issues, product sample statistics and other technical support activities
- Relay Mirus’ product positioning and value to customer effectively in alignment with Marketing department
- Actively provide feedback regarding customer requirements, product evaluations, and general product improvements
- Draft copy for technical marketing pieces including, but not limited to whitepapers, application notes, advertorials, website, email blasts, and social media
- Generate new ideas that grow market share and improve customer satisfaction
- Maintain strong working relationships within R&D, Marketing, Sales & Support, Customer Service, Product Management, Production, and Shipping departments
- Stay abreast of the latest trends in the field via literature and personal communications with researchers and other life science suppliers
- Demonstrate behavior outlined within the Mirus Bio Employee Handbook.
- Perform other duties as assigned by Technical Support Supervisor.
REQUIREMENTS
Education:
- Bachelor’s degree (in Molecular Biology, Biochemistry, Genetics, Biology, Chemistry, Bioinformatics) or a life sciences-related discipline with a minimum of 4 years of life science research/lab experience equivalent experience with demonstrated performance required
- Master’s degree or PhD (in Molecular Biology, Biochemistry, Genetics, Biology, Chemistry, Bioinformatics) or a life sciences-related discipline preferred.
Professional:
- Minimum of 3-5 years of experimental design and troubleshooting required.
- Three or more years wet lab experience required. Recent experience (within the last 3 years) is preferred
- Three or more years of public speaking/presentation experience required.
- Experience with transfection, electroporation and viral transduction workflows is preferred
- Strong problem-solving skills and the ability to find scientifically relevant content on the internet are required.
- Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook), e-mail and the use of the Internet is required
- Experience working with Customer Relationship Management (CRM) software (e.g. Salesforce or other) preferred
- Excellent written, verbal, listening and presentation skills and previous experience giving technical oral and/or poster presentations to other scientists is required
- Effective in problem-solving, organization and acting with little direction is preferred
- Comfortable with setting and upholding deadlines, working in a cross-functional team setting
- Firm understanding of molecular biology, cell biology and related fields and ability to clearly communicate complex technical information
- Approachable, friendly personality and ability to work well in a highly collaborative team environment
- Product management, marketing or technical support experience in a life sciences company is preferred
Travel Requirements:
- Ability to travel independently up to 10%, including overnight travel
- Ability to drive a vehicle; Must have current and valid U.S. driver license
This position has a salary range of $58,000 - $72,000 per year and will be commensurate with experience.
OUR CORE VALUES
Mirus Core Values:
- Empower
- Passion
- Integrity
- Compassion
- Collaboration
- Innovation
Our passion is at the heart of our mission to give our customers and the scientific community the best transfection products, methods, and applications.
Mirus benefits include non-compensation benefits like health care, paid time off, retirement savings, and professional development.
Mirus Bio is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Mirus Bio makes hiring decisions based solely on qualifications, merit, and business needs at the time.
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job requirements for the positions listed above are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EEO/AA Statement
Mirus Bio is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits and training. Mirus Bio makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Accommodation Statement
Mirus Bio is committed to the inclusion of all qualified individuals in the hiring process, including but not limited to those with disabilities. If you require reasonable accommodation(s) to participate in the application or interview process, please contact HR@mirusbio.com.
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