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Career Opportunity

Technical Support Scientist

Department: Sales & Support
Posting Date: 08/09/2021

Focus: Technical Support Scientist
Location: United States - Madison, WI

Job Summary:
For over 25 years, Mirus Bio pioneered the manufacture of transfection reagents and proprietary technologies for nucleic acid delivery applications. Our work is technical and cutting-edge, and we promote a culture of creativity, 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, together with Gamma Biosciences, is establishing the future of science and medicine by developing products that enable researchers within the cell and gene therapy space.

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 Manager, 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.

Duties & Responsibilities:

  • Answer domestic and international customer questions via email and phone 
  • Perform root-cause analysis on product performance issues with QC and Production departments and follow-up with the customers as needed
  • Review, process and follow-up on product samples
  • Relay customer feedback and trends to product development and marketing teams
  • Update Mirus Bio online transfection database – Reagent Agent®
  • Search, evaluate and organize product citations for Mirus Bio products online – Citations Database
  • Create and edit product literature including user protocols, FAQs, technical notes, etc. as needed
  • Work in the lab to support the Application Support Scientist, external customer needs, products, and internal marketing activities
  • Maintain familiarity with current scientific literature and present at our rotating journal club
  • Actively seek testimonials and/or collaborative opportunities from our customers
  • Contribute to timely reports detailing technical service call logs, email, customer product performance issues, product sample statistics and other technical support activities
  • Aligns with Sales and Marketing to ensure the value of the Mirus Bio product line is communicated clearly and effectively to customers and employees
  • Collaborate with Product Management, Applications and Technical Support, Customer Service and Sales to identify key customer requirements for future product development efforts
  • Actively provides feedback regarding customer requirements, product evaluations, and general product improvements. 
  • Participate in company cross-functional teams to provide customer feedback and to report product related information to help with new product development and marketing campaign activities. 
  • Draft copy for technical marketing pieces including, but not limited to whitepapers, application notes, advertorials, website, email blasts, and social media as assigned by the Technical Support Manager
  • Assist with video and audio content production as needed
  • Generate new ideas that grow market share and improve customer satisfaction
  • Obtain feedback and organize VOC information
  • Assess competition and customer feedback to understand our success or failure in the market and suggest changes to our products, messaging and customer support for improvement
  • 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 with the Mirus Bio Employee Handbook
  • Other duties as specified by the Technical Support Manager or the and Director of Sales Support

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 with a minimum of 2 years of life science research/lab experience equivalent experience with demonstrated performance required 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

COVID vaccination is required for all new employees, but Mirus is committed to following the mandates of the Americans with Disabilities Act and will consider accommodations for disability and religious based reasons.

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 requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When you join us, you will also join the Gamma Biosciences organization, where our companies wake up every day determined to help our customers solve problems, meet their goals, and support the scientific community. As an associate, you will learn and try new things, work hard, and advance your skills with guidance from a team of dedicated peers and co-workers.

Interested candidates may submit a cover letter and résumé to employment@mirusbio.com

Mirus Bio LLC is an Equal Opportunity Employer.


Mirus is a team-oriented company where we work to carry out our mission to: Deliver Innovation. Empower Discovery. Improve Life. At the heart of our mission is our passion to give our customers and the scientific community the best transfection products, methods and applications.

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