Job Description

POSITION SUMMARY:

This position will manage the fulfillment of custom consumables products and services within the Assay Services group. The incumbent will be responsible for customer coordination and communication regarding custom consumables products and testing services, including defining the scope of the projects and generating quotes for custom reagent and contract manufacturing as well as conjugation and other prototype services. The incumbent will be responsible for coordination between external customers and internal groups to ensure products are delivered on time, within budget, adhere to quality standards and meet customer expectations.

DUTIES AND RESPONSIBILITIES:

• Manage production and delivery of custom and contract manufacturing products within the MSD Assay Services organization
• Coordinate with the strategic sales team and other MSD subject matter experts on new opportunities
• Evaluate technical aspects of projects, in coordination with internal technical, quality control, quality assurance and manufacturing teams
• Schedule and manage product definition meetings with customers
• Manage quoting for custom kit manufacturing and other services based on technical and customer requirements
• Write statements of work for custom consumables production projects
• Communicate customer product requirements to the internal technical and production team
• Define timelines, resource requirements and budgets for projects; research material sources and costs (antibodies and proteins) as required
• Monitor timelines and inventory for production of custom and contract manufacturing products developed through internal development teams
• Track and communicate planning for production timelines
• Oversee internal opportunity tracking databases
• Coordinate receipt of customer materials and shipping of consumables product to customers
• Proactively assess client expectations, address client needs for ongoing projects, and engage with clients for new opportunities in support of future projects
• Communicate services information, pricing, and order information to prospective customers
• Act as a liaison between development and other internal departments to address questions and concerns from potential and existing customers
• Work with legal, customer service, procurement and sales teams to execute on custom consumables orders
• Address customer inquiries and order status updates in a timely manner
• Evaluate consumables performance data and troubleshoot technical and manufacturing issues
• Ensure appropriate customer documentation is completed and oversee material and sample transfer between the customer and MSD
• Coordinate and escalate communication with all appropriate areas of the company to mitigate the impact of changes to project scope, budget, resources and risk
• Manage, coach, and develop staff while motivating them to meet and exceed established metrics and goals
• Ensure adherence to organizational procedures, policies and systems

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree in Life Science, Business, Engineering, or equivalent work experience
• Master’s or PhD degree preferred
• At least 6 years of hands-on immunoassay development experience in an industrial setting is required
• A minimum of 2 years of supervisory experience
• Project management certification or completion of a recognized project management curriculum or equivalent work experience desired but not required
• At least 2 years’ experience in a customer-facing services organization is desired, preferably in a clinical testing laboratory or contract research organization
• Experience in life sciences, GMP, government contracting or other regulated industry is desired

KNOWLEDGE, SKILLS AND ABILITIES:

• 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
• A customer focus which demonstrates proactive, responsive services with ability to provide detailed information on company services and products
• 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
• 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
• Excellent oral, written communication and interpersonal skills
• Ability to discuss product, pricing and order information with the customer
• Strong customer service skills including detail-oriented follow up with customers and other internal personnel
• Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
• Should be self-directed and proactive with excellent attention to detail and ability to define creative solutions for solving problems
• A thorough understanding of the principles of immunoassays, their development and their applicability in different research fields
• Excellent organizational, planning, and time management skills with the ability to manage multiple and often changing priorities with appropriate sense of urgency
• Ability to work both independently and as an effective team member
• Knowledge of and experience with MSD products is desired
• Knowledge of Salesforce CRM is desired
• Knowledge of Good Laboratory Practices (GLP) is desired
• Proficiency in MS Office Suite, including MS Project

PHYSICAL DEMANDS:

While performing the duties of this job, the individual is frequently required to sit for long periods

WORK ENVIRONMENT:

• This position is performed in a traditional office environment

COMPENSATION SUMMARY

The annual base salary for this position ranges from $113,600. to $173,300. 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 visit here.

Meso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.

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