Advanced Scientific Support Specialist

About the 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.

Responsibilities

• Answer and document incoming customer inquiries by phone, email, and chat on product techniques and procedures, and perform simple troubleshooting in SalesForce CRM.
• Communicate to obtain all pertinent information relating to the inquiry.
• Provide adequate information to the Scientific Support Associate and Scientific Support Specialist teams to problem‑solve or assist with resolution.
• Assist with training new staff and answer questions or provide guidance to new SSAs.
• Complete additional customer requests and track customer communication into Salesforce/CRM database.
• Communicate with Technical Service, Customer Care, and Sales teams on customer needs.
• Initiate complaints via MQ! Quality Management System and work with others to resolve.
• Process replacement orders if required by complaint.
• Keep track of Field Notifications and required actions per notification.
• Assist Technical Service in department functions/projects, including maintenance of technical resources.
• Provide creative input to assist with departmental projects.
• Document information and recurring technical issues to support product quality programs and product development.
• Monitor department procedures to ensure they reflect SOPs and suggest SOP changes to management as needed.
• Keep up to date with training and reading Standard Operating Procedures (SOPs).
• Follow company policies and practices as outlined in the Handbook and safety guidelines (AWAIR, Chemical Hygiene and Exposure Control manuals).
• Perform additional duties as assigned.

Requirements

• Minimum of a bachelor’s degree in Biological Sciences, Biochemistry or equivalent.
• 2‑5 years of directly related or laboratory experience.
• Customer service or sales experience preferred.
• Working knowledge of Microsoft Word, Excel, and Outlook required.
• Computer entry and efficient typing skills required.
• Ability to work in a fast‑paced environment, multitask, and have good communication skills, both verbally and in writing.

Skills

• Knowledge of the systems, processes, products, their applications, and company services.
• Ability to work with a variety of computer applications and quickly apply these tools to fulfill job duties (communications, documentation, data analysis, customer support).
• Skills in establishing effective interpersonal relationships, soliciting key ideas and information.
• Skills in problem solving and critical thinking, including identifying and evaluating alternative courses 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, rationality, and diplomacy.
• Ability to handle sensitive and proprietary information with discretion and confidentiality.
• Ability to complete new assignments with minimal direction and act independently on routine assignments or projects.
• Ability to plan, organize, time‑manage, and multitask to complete assignments efficiently.
• Ability to pay attention to details and perform with a high level of accuracy.
• Ability to work independently and with a team.
• Knowledge of safety and company rules and policies.
• 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.

Benefits

• Competitive insurance benefits starting day one: medical, dental, vision, life, short‑term disability, long‑term disability, pet, and legal & ID shield.
• 401k plans, employee stock purchase plan (ESPP), Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care FSA.
• Mentorship, promotional opportunities, training and development, tuition