[Hiring] Scientific Support Specialist @Danaher

Role Description

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.

This role formally reports to the Global Scientific Support and Application Director and receives day-to-day operational direction and support from the Lead Scientific Support Specialist. The role may be fully remote within the United States or hybrid for employees located in the Boston area.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Comprehensive, competitive benefit programs including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.
• Flexible, remote working arrangements for eligible roles.
• Bonus/incentive pay eligibility.