**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 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 duties as assigned. **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, multitask, and have good communication skills, both verbally and in writing. **Knowledge, Skills, and Abilities:** + Knowledge of the systems, processes, products, and 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 and presentation, allowing the ability to communicate professionally across all layers of the organization, as well as with customers. + 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, multi-task, and effectively prioritize tasks 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. + Ability to adhere to a daily login schedule to ensure sufficient coverage of all channels. + Knowledge of safety and company rules and policies. **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.** Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services. Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.