Scientific Support Associate

Bio-Techne•Minneapolis, MN

7d•Onsite

About The Position

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

Requirements

Minimum of a bachelor’s degree in Biological Sciences, Biochemistry, or equivalent.
Minimum of 0-2 years of directly related or laboratory experience.
Working knowledge of Microsoft Word and Excel.
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, multitask, and have good communication skills, both verbally and in writing.
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 solicit 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, multitask, 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.
Availability to work within our standard business hours (7:00 A.M. to 6:00 P.M. Central Time).
Requires work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant work status).

Nice To Haves

Customer service or sales experience is preferred.
>60 wpm typing speed preferred.

Responsibilities

Answer and document incoming customer inquiries by phone, email, and chat.
Meet with customers via video conference – Teams, Zoom, Webex, etc., as needed.
Address inquiries on instrument and software operation, product selection, techniques, procedures, and perform simple troubleshooting.
Initiate complaints and work with the appropriate team(s) to resolve.
Document communications and resolutions in Salesforce (CRM, Customer Relationship Management Database).
Provide adequate information to the Scientific Support teams to problem solve or to assist with resolution of issue.
Communicate with Scientific Support Team, Customer Service, Field Service and Applications, and Sales teams regarding ongoing cases and issues.
Document information and recurring technical issues to support product quality programs and product development.
Assist Scientific Support in department functions/projects including but not limited to the maintenance of technical resources, training materials, and FAQs.
Support Marketing and internal teams by providing Voice of Customer.
Initiate replacement orders if required by complaint.
Be aware of Field Notifications and required actions.
Keep up to date on current technology and use of product lines by attending seminars, reading current scientific literature, and using products in lab.
Keep up to date with training and reading Standard Operating Procedures (SOPs).
Follow company policies and practices as outlined in Handbook and follow guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job.
Perform additional duties as assigned.