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.

Pay Range:

$40,300.00 - $66,250.00

POSITION SUMMARY

The responsibilities of this position Scientific Support Associate are to respond to incoming technical inquiries providing first tier technical and sales assistance on all Bio-Techne brands. Complete all customer requests including e-mail responses and simple quotes. Maintain technical resources. Provides back-up to other Commercial teams when needed. Continue 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 techniques, procedures and performs simple troubleshooting. Communicates to obtain all pertinent information relating to inquiry. Communicates adequate information to the Scientific Support Associate (S2A) and Scientific Support Specialist (S3) teams to problem solve or to assist with resolution of issue. 
•    Assists in formating 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, Data Management, Product Management, and Sales as required.
•    Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry or problem.
•    Manages and supports 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.
•    Initiate complaints via CRM. Works with Technical Service, 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 complaint.  
•    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.
•    Follows company policies and practices as outlined in Handbook and follows 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 0-2 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. 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 moderate level of written or verbal direction, and to act independently on routine assignments or projects with minimal verbal or written dir