Director, Field Scientific Support

📋 Description

• Lead, mentor, and develop a team of regional FAS managers and Field Application Scientists throughout North America and select distribution networks.

• Act as the hiring manager for FAS positions, overseeing recruitment, onboarding, and retention of high-caliber talent.

• Set clear performance expectations, key performance indicators (KPIs), and career development plans for team members.

• Promote a culture that emphasizes accountability, collaboration, and ongoing improvement.

• Define and implement the FAS strategy in alignment with commercial objectives, ensuring a measurable impact on revenue growth and customer satisfaction.

• Establish clear, attainable goals that harmonize technical excellence with business results.

• Collaborate closely with Sales, Marketing, Product Management, Field Service, Technical Support, and Customer Support teams to ensure alignment.

• Ensure that the FAS team accurately captures and communicates the voice of the customer to internal stakeholders.

• Serve as the senior escalation point for intricate scientific and technical issues.

• Maintain extensive knowledge of MSD products, software, and applications to guide the team and support customer interactions.

• Participate in important customer meetings and troubleshooting sessions as necessary.

• Define and monitor KPIs related to the effectiveness of the FAS team.

• Leverage data-driven insights to enhance team performance and optimize resource allocation.

⛳️ Requirements

• PhD in biochemistry, biotechnology, molecular biology, or a related field.

• A Master's degree may be accepted if accompanied by additional relevant experience.

• At least 3 years of leadership experience managing teams.

• A minimum of 8 years of experience in a field application, technical support, or a closely related role.

• At least 3 years of hands-on experience in a biochemistry, molecular biology lab, clinical lab, or discovery lab within a research or clinical environment.

• Proven experience in training and developing teams with a customer-focused approach.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Prescription benefits.

• 401(k) plan with company matching.

• Flexible spending accounts.

• Company-paid short- and long-term disability insurance.

• Group life and accidental death and dismemberment insurance.

• Paid vacation.

• Paid sick leave.

• Paid holidays.

• Paid parental leave.

• Employee assistance program.

• Contribution to fitness club memberships.

• Pet insurance.

• Identity theft protection.

• Discounts on home and auto insurance.

• Optional supplemental life insurance.