Advanced Scientific Support Specialist at Bio-Techne in Austin, TX

Job description

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: $62,300.00 - $102,350.00 POSITION SUMMARY The responsibilities of this position, Advanced Scientific Support Associate (ASSA), are to respond to incoming inquiries from the Bio-Techne commercial team and Bio-Techne's North American customers, worldwide customers, and distribution partners, providing first-tier technical service for Asuragen products. The ASSA acts as a resource for the commercial team and as a mentor for junior staff. Assists with maintenance of technical resources. Performs additional duties as assigned. Performs responsibilities with moderate supervision. ESSENTIAL FUNCTIONS Answers and documents incoming customer inquiries by phone, email, and chat on product techniques and procedures, and performs simple troubleshooting in SalesForce [CRM (Customer Relationship Management) database]. Communicates to obtain all pertinent information relating to the inquiry. Provides adequate information to the Scientific Support Associate and Scientific Support Specialist teams to problem-solve or to assist with resolution of the issue. Assists with training new staff and answering questions or providing guidance to new SSAs. 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. Initiates complaints via MQ! Quality Management System. Works with others as necessary to resolve. Processes replacement orders if required by complaint. Keeps track of Field Notifications and required actions per notification. Assists Technical Service in department functions/projects, including maintenance of technical resources. Provides creative input to assist with departmental projects. Documents information and recurring technical issues to support product quality programs and product development. Monitors department procedures to ensure they reflect SOPs. Suggests SOP changes to management as needed. Keeps up to date with training and reading Standard Operating Procedures (SOPs). Follows company policies and practices as outlined in the 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. 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 2-5 years of directly related or laboratory experience. Customer service or sales experience is preferred. A working knowledge of Microsoft Word, Excel, and Outlook is required. Computer entry and efficient typing skills are required. 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. 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 co