POSITION SUMMARY:

The Associate Director of Technical Support will lead, manage, and oversee all technical support activities for MSD’s product portfolio. This leadership role will involve managing a team of technical specialists, enhancing customer satisfaction, ensuring product performance excellence, and fostering a culture of collaboration and continuous improvement.

DUTIES AND RESPONSIBILITIES: 

• Team Leadership & Management:

o Lead and manage the technical support team, ensuring optimal performance, skill development, and effective resource allocation.

o Provide mentorship, coaching, and training to technical support staff to enhance their capabilities in troubleshooting, customer communication, and problem solving.

o Conduct regular performance reviews, establish individual development plans, and foster a positive and productive work environment.

• Technical Support Strategy:

o Develop and execute the technical support strategy to ensure the highest level of customer satisfaction and product performance for existing platforms and platforms in development.

o Define and implement best practices for troubleshooting, case management, and customer escalation protocols.

o Collaborate with product development, quality assurance, and operations teams to continuously improve the product experience and address recurring technical issues.

• Customer Interaction & Issue Resolution:

o Serve as the primary escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.

o Act as a liaison between customers and internal teams to address product performance issues, design flaws, and feedback on product improvements.

o Lead customer-facing technical training sessions, webinars, and workshops as needed to enhance user knowledge and troubleshooting skills.

• Product & System Expertise:

o Maintain an in-depth knowledge of MSD’s product offerings, including hardware, software, and consumables, and provide expert technical guidance on their use and maintenance.

o Provide guidance to troubleshoot and resolve technical issues related to assay performance, instrument operations, and software functionality.

o Ensure all technical support processes align with MSD’s quality management system and regulatory requirements.

• Cross-Functional Collaboration:

o Work closely with R&D, Product Management, and Engineering teams to relay customer feedback and assist in the development of new product features and solutions.

o Coordinate with the Sales and Marketing teams to support customer-facing events, product launches, and promotional campaigns.

o Assist with the creation of technical documentation, FAQs, user guides, and knowledge base content.

• Metrics & Reporting:

o Monitor, track, and report on key technical support performance metrics (e.g., response times, case resolution times, customer satisfaction).

o Analyze trends in customer inquiries and identify opportunities for product improvements or process optimizations.

o Regularly present performance reports and strategic insights to senior management.

EXPERIENCE AND QUALIFICATIONS:

• A Master's degree in a relevant scientific or engineering discipline (e.g., Biology, Biochemistry, Biomedical Engineering, Chemistry). 

o Ph.D. preferred.

• Minimum of 7 years of experience in technical support, customer support, or applications support in a scientific or technology-driven company

• Minimum of 3 years in a leadership or management role.

• Strong experience in troubleshooting complex technical problems, with a track record of leading successful customer issue resolution.

• Experience with immunoassay platforms, or other life science technologies is highly desirable.

KNOWLEDGE, SKILLS AND ABILITIES:

• Familiarity with quality management systems (QMS), regulatory compliance (e.g., ISO, 21 CFR Part 820), and technical documentation standards is preferred.

• Exceptional leadership, team management, and interpersonal skills.

• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.

• Strong analytical and problem-solving abilities.

• Ability to work under pressure in a fast-paced, customer-driven environment.

• Proficient in using CRM tools, helpdesk software, and technical support management systems.

• Ability to manage multiple projects simultaneously and prioritize effectively.

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 home office environment.

COMPENSATION SUMMARY

The annual base salary for this position ranges from $128,300. to $200,500. 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.

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