Technical Support Scientist

Bio-Techne • Newark, CA

3d • $63,500 - $104,450 • Onsite

About The Position

The Technical Support Scientist provides application assistance, product training, and troubleshooting support for RNAscope product lines through online chat, phone, email, and on-site visits. The role is the primary customer contact for technical issues and provides scientific guidance for research use. It maintains high customer-service standards by responding promptly and resolving issues comprehensively. The position also tracks recurring support issues, collaborates with internal departments on resolutions, and contributes to the technical support team's knowledge database.

The work is primarily in an office environment, with occasional laboratory work and approximately 10% travel. The role requires the ability to sit for extended periods while using a computer and communicating with customers through various channels.

Requirements

• PhD with 0 or more years, MS with 3 or more years, or BS with 5 or more years of laboratory experience focused on molecular biology, biochemistry, or a similar discipline.
• At least 5 years of laboratory experience with experimental design and cell and molecular techniques.
• Ability to diagnose, troubleshoot, and solve technical problems involving a variety of biological assays.
• Highly self-directed, conscientious, and articulate, with excellent presentation and teaching skills.
• Commitment to customer satisfaction, with outstanding interpersonal skills and professionalism.
• Ability to work as a team player.
• Ability to travel approximately 10%.
• Ability to sit for long periods while using a computer and interacting with customers through various communication channels.

Nice To Haves

• PhD or MS degree.
• Experience in pathology, histology, and tissue analysis, including preparation of tissues and reagents for IHC, ISH, and imaging.
• Technical customer support or application support experience.

Responsibilities

• Provide application assistance, product training, and troubleshooting for ACD product lines through online chat, phone, email, and on-site visits.
• Serve as the primary customer contact for technical issues and provide scientific consultation for research use only.
• Monitor support emails and phone calls, meet response-time expectations, and resolve issues in a timely and comprehensive manner.
• Log, track, and identify frequently occurring or high-impact support issues in the Salesforce CRM database and communicate them through appropriate channels for resolution.
• Liaise with Sales, Marketing, and R&D to provide feedback on product performance.
• Contribute to the ongoing development of the technical support team's knowledge database.

Benefits

• Medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield insurance benefits starting on day one.
• 401(k) plans.
• Employee stock purchase plan (ESPP).
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
• Mentorship, promotional opportunities, training and development, and tuition reimbursement.
• Internship programs.
• Employee resource groups, paid volunteer time off, employee events, and charity drives.
• Accrued leave policy with paid holidays, paid time off, and paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level