Scientific Support Specialist
Danaher Corporation
Summary
The Scientific Support Specialist, Cell Therapy provides end-to-end scientific support to customers using Cytiva cell therapy solutions. The role independently manages standard customer inquiries and complaints, applies cell therapy workflow knowledge to troubleshoot issues, coordinates cross-functional support, and ensures a clear and satisfactory customer resolution.
Job description
What you will do
- Independently own complex, ambiguous, escalated, and high-impact customer cases and complaints from intake through closure. Lead scientific and technical troubleshooting as well as cross-functional investigations, integrating customer workflow context, product knowledge, known-issue information, and subject-matter-expert input.
- Provide mentoring, case consultation, and onboarding support to Scientific Support Specialists; help build team consistency and technical capability. Develop and maintain knowledge articles, technical content, investigation tools, and customer-facing support resources.
- Lead assigned process-improvement projects and workstreams related to case quality, complaint coordination, data quality, reporting, digital support tools, or customer experience. Develop and deliver technical training for internal stakeholders, including Field and Commercial teams, when appropriate.
- Identify recurring issues, voice-of-customer insights, and product-quality or lifecycle feedback; translate observations into clear cross-functional recommendations.
- Represent Scientific Support in cross-functional initiatives and investigations involving Product Management, R&D, Quality, Regulatory, Service, Manufacturing, Commercial, and Digital/IT. Maintain an active customer-case workload while balancing mentoring, content ownership, and project leadership responsibilities.
Who you are
- Bachelor's degree in a relevant life-science or engineering discipline plus at least 6 years of relevant experience. An advanced degree may reduce the experience requirement based on directly applicable expertise.
- Demonstrated customer-facing technical support experience and success resolving complex scientific or bioprocessing issues. Experience with complaint handling or quality systems, training development, and project or workstream leadership.
- Experience using Cytiva products or comparable bioprocessing technologies; direct Cytiva cell therapy experience is strongly preferred.
- Ability to mentor others, lead investigations without formal authority, and influence cross-functional outcomes through scientific credibility and clear communication.
- Ability to travel approximately 10%, primarily to Cytiva sites and internal meetings.
It would be a plus if you also possess
- Direct experience with cell therapy modalities and GMP or regulated manufacturing.
- Experience developing knowledge-management content, standard work, trend reports, or digital-support improvements.
- Working knowledge of multiple cell therapy workflow areas and relevant hardware, software, automation, consumables, and process interfaces.
Requirements
- Bachelor's degree in a relevant life-science or engineering discipline
- At least 6 years of relevant experience
- Demonstrated customer-facing technical support experience
- Success resolving complex scientific or bioprocessing issues
- Experience with complaint handling or quality systems
- Experience with training development
- Experience with project or workstream leadership
- Experience using Cytiva products or comparable bioprocessing technologies
- Ability to mentor others
- Ability to lead investigations without formal authority
- Ability to influence cross-functional outcomes
- Ability to travel approximately 10%
Benefits
- Health care program
- Paid time off
- Medical, Dental & Vision
- 401(k)
- Bonus/incentive pay
Company overview
Danaher Corporation is a leading global science and technology innovator headquartered in Washington, D.C., specializing in biotechnology, life sciences, and diagnostics. Founded in 1984 by brothers Steven and Mitchell Rales, the company has evolved from its origins as a manufacturing conglomerate into a premier healthcare technology organization with approximately 63,000 employees worldwide. Danaher operates through three core divisions: biotechnology (28% of revenues), which develops products for therapeutic development; life sciences (31% of revenues), focused on disease identification, new therapies, and drug testing/manufacturing; and diagnostics (41% of revenues), providing instruments, consumables, and software for disease diagnosis. The company's portfolio includes renowned brands such as Beckman Coulter, Cytiva, Pall Corporation, Cepheid, Leica Microsystems, and Abcam, serving pharmaceutical companies, biotechnology firms, healthcare providers, and research institutions globally. Danaher is distinguished by its Danaher Business System (DBS), a continuous improvement methodology that drives innovation and operational excellence. With 2024 revenues of $23.9 billion, the company ranks 180th on the Fortune 500 and plays a critical role in advancing scientific research, improving diagnostic capabilities, and accelerating the development of life-saving therapies.