Scientific Support Associate

About this role

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range: $40,300.00 - $66,250.00 POSITION SUMMARY  

The responsibilities of this position   ( Scientific Support Associate ,   SSA )   are   to   respond   to incoming technical inquiries   and basic complaints   by   provid ing   technical   assistance   on   Protein Simple brand instrumentation, software, and applications , with a focus on first-class customer experience .   Additional   responsibilities will include   m aintain ing   technical r esources   and continual training   to stay   current   on technical information for old and new products.   P erform   additional   duties as assigned.  

ESSENTIAL FUNCTIONS  

• Answer s   and document s   incoming customer inquiries   by phone, email ,   and chat .   Meets with customers via video conference – Teams, Zoom, Webex, etc., as needed.  

• Addresses inquiries   on   instrument and software operation,   product   selection,   techniques ,   procedures ,   and   perform s   simple   troubleshooting .   Initiates complaints and works with the   appropriate team(s)   to resolve.   

• Documents communications and resolutions in Salesforce (CRM, Customer Relationship Management Database) .   Provides   adequate information to the   Scientific Support   teams to   problem solve   or to   assist   with resolution of   issue .  

• Communicates with Scientific Support Team, Customer Service, Field Service   and Applications , and Sales teams   regarding   ongoing cases and issues .    

• Documents information and recurring technical issues to support product quality programs and product development.  

• Assists   Scientific Support   in department functions/projects including but not limited to   the maintenance of technical resources , training materials, and   FAQs.  

• Supports   Marketing and internal teams   by providing   V oice of   C ustomer .  

• Initiates   replacement order s   if required by complaint. Is aware of Field Notifications and required   actions.     

• Keeps up to date on current technology and use of product line s by   attending seminars, reading current scientific literature,   and   using products in   lab .  

• Keeps up to date with training and reading   Standard Operating Procedures ( SOPs ) .  

• Follows company policies and practices as outlined in Handbook and   follow s   guidelines   regarding   safety as outlined in the AWAIR, Chemical Hygiene ,   and Exposure Control manuals   in accordance   with   the job.  

• Performs   additional   duties as assigned .  

JOB SPECIFICATIONS  

Education and Experience :  

This position requires   a minimum of a   bachelor’s   degree in Biological Sciences, Biochemistry ,   or equivalent with a minimum   of 0-2 years of   directly related   or   laboratory experience.   Customer service or sales experience   is preferred.   A working   knowledge of Microsoft Word and Excel   are   required .   Must be able to type   a minimum of   40 words per minute, >60 wpm preferred .   Must be able to work in a   fast-paced   environment, mult i task ,   and have   good communication   skills, both verbally and in writing.  

Knowledge, Skills ,   and Abilities :  

• Knowledge of the systems, processes, products,   and   applications in which these products may be used   and   the   services of the company.  

• Ability to work with a variety of computer applications   and quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, data   analysis   and customer support.  

• Skills in   establishing   effective interpersonal relationships such as the ability to   soli cit   key ideas and information.  

• Skills in problem solving and critical thinking, including the ability to   identify   and appropriately evaluate an alternative course of action.  

• Skills in verbal and written communication   including   technical writing   and presentation,   allowing the ability to communicate professionally across all layers of the organization, as well as with customers .  

• Ability to make effective decisions and execute   an appropriate course   of action considering all relevant variables.  

• Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion,   rationality , and diplomacy.  

• Ability to handle sensitive and proprietary information with discretion and confidentiality.  

• Ability to   complete new assignments with a moderate level of written or verbal direction, and to   act independently   on routine   assignments or projects   with minimal verbal or written direction .  

• Ability to plan ,   organize ,   multi-task , and effectively prioritize tasks   to complete assignments in an efficient manner.  

• Ability to pay attention to details and   perform at a   high- level   accuracy.  

• Ability to work   independently   and with a team .  

• Ability to adhere to a daily   login   schedule to ensure sufficient coverage of all channels.  

• Knowledge of safety and company rules and policies.  

• Avail abil ity   to work   within our   standard business   hours   (7:00 A.M. to 6:00 P.M.   Central Time ) .  

Why Join Bio-Techne: • We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.

• We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.

• We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.

• We off

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