Advanced Scientific Support Associate
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.
Position Summary:
The responsibilities of this position (Advanced Scientific Support Associate) are to respond to incoming technical inquiries providing first tier technical and sales assistance for the Bio-Techne commercial team and to BT-North American customers and distribution partners, providing first tier technical service on Bio-Techne brands. The Advanced S2A acts as a resource for the commercial team and as a mentor for entry level S2A staff. Provides back-up to other Commercial teams when needed. Assists with maintenance of technical resources. Continuous training to stay up to date on technical information for old and new products. Perform additional duties as assigned.
Key Responsibilities:
- Answers and documents in CRM incoming customer inquiries by phone, email, and chat on product specification, techniques & procedures, and performs simple troubleshooting. Communicate to obtain all pertinent information relating to inquiry. Communicate required information to the Associate (S2A), and Specialist (S3) teams or OEM supplier to problem solve or to assist with resolution of issue.
- Formats QA document requests to Novus standards and sends to customers.
- Completes all additional customer requests and tracking of customer communication into CRM. May communicate needs of the customer to Scientific Support Team, Customer Care, and Sales as required
- Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry, or problem.
- Manage and support customer requirements to understand, anticipate and meet their needs.
- Supports the Marketing and Sales Departments with VOC, cross-selling, product ordering, technical inquires and developing retail/consultation sales quotations in cooperation with Sales on these customer needs.
- Provides creative input to assist with departmental projects and follow-through.
- Initiate complaints via CRM. Works with Scientific Support, Customer Care, OEM Suppliers, and others, as necessary to resolve.
- Processes replacement orders or credits if required by complaint.
- Is aware of product specification data changes and required actions on product complaints.
- Assists Scientific Support in department functions/projects including but not limited to the maintenance of technical resources including FAQs and product citation review.
- Documents information and recurring technical issues to support product quality programs and product development.
- Keeps up to date with training and reading SOPs.
- Monitors department procedures to ensure they reflect SOPs. Suggest SOP changes to management as needed.
- Keeps supplier references, information, and key notes updated in database.
- Follows 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.
- Performs additional duties as assigned.
Education and Experience:
- This position requires a minimum of a bachelor’s degree in Biological Sciences, Biochemistry or equivalent with a minimum of 3-5 years of directly related or laboratory experience. Customer service or sales experience with CRM (i.e., Salesforce, Zendesk) is preferred. Working knowledge of Microsoft Word and Excel are required. Computer entry and efficient typing skills 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, multitask and have good communication skills, both verbally and in writing.
Knowledge, Skills and Abilities:
- Knowledge of the systems, processes, products, the applications in which these products may be used and the services of the company.
- Knowledge of safety and company rules and policies.
- 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.
- 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, rational, and diplomacy.
- Ability to handle sensitive and proprietary information with discretion and confidentiality.
- Ability to complete new assignments with a minimum level of written or verbal direction, and to act independently on routine assignments or projects with no verbal or written direction.
- Ability to plan, organize, time manage and multi-task 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.
- Ability to work hours that conform to standard business operations (7:00 A.M. to 6:00 P.M.)
Why Join Bio-Techne:
- We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
- We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
- We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
- We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
- We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
Where permitted by applicable law, candidate must have received or be willing to receive an FDA authorized COVID-19 vaccine by date of hire to be considered for this position.
Bio-Techne is an E-Verify Employer in the United States.