Scientific Support Specialist

Germany, Cologne

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of. 

Responsible for assisting customers, distributors and sales representatives with technical explanations about the Lonza products, problems regarding performance and quality. Responsibilities include telephone coverage, emails, answering inquiries regarding technical questions and complaints, and providing troubleshooting assistance as needed.

Key responsibilities: 

  • Provides technical product information to customers and sales representatives by telephone and email.

  • Addresses customer complaints by writing PR’s, working with PM and QC on product testing, and contacting customer with follow up information.

  • Maintains computer log of incoming calls, emails and complaints.

  • Contacts the appropriate sales representatives with specific customer issues.

  • Maintains department files and documentation.

  • Participates in product group meetings to keep group informed of complaint trends.

  • Participates in workshops and seminars.

  • Provides troubleshooting assistance as needed.

  • Reviews and develops literature.

  • Develops training material for department and sales representatives.Attends trade shows to address customer inquiries.

  • Assists Manager and Sr. Specialists with projects as required.

  • Perform other duties as assigned

Key requirements: 

  • PhD, Master’s degree with 2 years experience, Bachelor’s degree with 4 years related experience or H.S. diploma, or equivalent, with 7 plus years related experience.

  • Laboratory experience in cell biology, cell culture, transfection, microbiology, biochemistry or genetics preferred.

  • Experience in technical and customer support preferred. (Years of experience may substitute for education in some instances

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.  

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference. 

Reference: R38047