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:

The responsibilities of this position, Scientific Support Associate (SSA), are to respond to incoming technical inquiries from the Bio-Techne commercial team and Bio-Techne's North American customers, providing first-tier technical and sales assistance for R&D Systems, Tocris, and Novus products. Completes all customer requests including e-mail responses and simple quotes. Maintains technical resources. Backs up Customer Service and Sales departments as necessary. Continues training to stay up to date on technical information for old and new products. Performs additional duties as assigned.

Key Responsibilities: 

• Answers and documents incoming customer inquiries by phone, email, and chat on product techniques, procedures, and performs simple troubleshooting in SalesForce [CRM (Customer Relationship Management) database]. Communicates to obtain all pertinent information relating to inquiry. Provides adequate information to the Scientific Support Associate and Scientific Support Specialist teams to troubleshoot or to assist with resolution of issue.

• Completes all additional customer requests and tracking of customer communication into Salesforce/CRM database. Communicates with Technical Service, Customer Care, and Sales teams on these customer needs.

• Manages and supports customer requirements to understand, anticipate, and meet their needs. Supports the Marketing and Sales Departments with Voice of Customer requests, cross-selling, product ordering, technical inquires, and developing retail/consultation sales quotations in cooperation with both North American and International Customer Service teams.

• Initiates complaints via Salesforce/CRM database. Works with Technical Service, Customer Service, and Sales teams, and others as necessary, to resolve. Processes replacement orders if required by complaint. Keeps track of Field Notifications and required actions per notification.

• Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry or problem.

• Assists Technical Service in department functions/projects including maintenance of technical resources including FAQs and product citation reviews. Writes and distributes Discontinuation Notifications.

• Documents information and recurring technical issues to support product quality programs and product development.

• 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 duties as assigned.

Qualifications: 

• 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, Excel, and Outlook 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, multi-task, and have good communication skills, both verbally and in writing.

Please note: this position is based in Minneapolis, MN, with work performed primarily on-site and a hybrid work-from-home schedule.

Preferred Experience: 

• Knowledge of the systems, processes, products, the applications in which these products may be used and the services of the company.

• 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, rationality, 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 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. Knowledge of safety and company rules and policies.

• 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 (7:00 A.M. to 6:00 P.M.).

Why Join Bio-Techne:

• We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
• We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
• We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, 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 offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

Bio-Techne is an E-Verify Employer in the United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.

If you require a reasonable accommodation to complete an application, participate in an interview, or take part in any other stage of the recruitment process, please contact [email protected] for assistance.