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 - $66,250.00POSITION SUMMARY The responsibilities of this position (Scientific Support Associate, SSA) are to respond to incoming technical inquiries and basic complaints by providing technical assistance on Protein Simple brand instrumentation, software, and applications, with a focus on first-class customer experience. Additional responsibilities will include maintaining technical resources and continual training to stay current on technical information for old and new products. Perform additional duties as assigned. ESSENTIAL FUNCTIONS Answers and documents 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 performs 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 Voice of Customer. Initiates replacement orders if required by complaint. Is aware of Field Notifications and required actions. Keeps up to date on current technology and use of product lines 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 follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job. Performs additional d...