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 , SSA ) are to respond to incoming technical inquiries and basic complaints by provid ing technical assistance on Protein Simple brand instrumentation, software, and applications , with a focus on first-class customer experience . Additional responsibilities will include m aintain ing technical r esources and continual training to stay current on technical information for old and new products. P erform additional duties as assigned. ESSENTIAL FUNCTIONS Answer s and document s incoming customer inquiries by phone, email , and chat . Meets with customers via video conference – Teams, Zoom, Webex, etc., as needed. Addresses inquiries on instrument and software operation, product selection, techniques , procedures , and perform s simple troubleshooting . Initiates complaints and works with the appropriate team(s) to resolve. Documents communications and resolutions in Salesforce (CRM, Customer Relationship Management Database) . Provides adequate information to the Scientific Support teams to problem solve or to assist with resolution of issue . Communicates with Scientific Support Team, Customer Service, Field Service and Applications , and Sales teams regarding ongoing cases and issues . Documents information and recurring technical issues to support product quality programs and product development. Assists Scientific Support in department functions/projects including but not limited to the maintenance of technical resources , training materials, and FAQs. Supports Marketing and internal teams by providing V oice of C ustomer . Initiates replacement order s if required by complaint. Is aware of Field Notifications and required actions. Keeps up to date on current technology and use of product line s by attending seminars, reading current scientific literature, and using products in lab . Keeps up to date with training and reading Standard Operating Procedures ( SOPs ) . Follows company policies and practices as outlined in Handbook and follow s guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene , and Exposure Control manuals in accordance with the job. Performs additional duties as assigned . JOB SPECIFICATIONS 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 is preferred. A 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, mult i task , and have good communication skills, both verbally and in writing. Knowledge, Skills , and Abilitie