Scientific Support Associate

Bio-Techne; Düsseldorf; Remote; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A global life sciences company based in Düsseldorf is seeking a Scientific Support Associate to assist customers with technical inquiries and provide exceptional service. The ideal candidate will possess a BSc in Biological Sciences and fluent German and English skills. Responsibilities include answering technical questions, aiding in product selection, and maintaining customer relationships. This position includes competitive benefits and opportunities for professional growth.

Leistungen

Competitive wages

Extensive benefits

Employee development programs

Mentorship opportunities

International working environment

Qualifikationen

• Minimum of 1+ year of related experience or laboratory experience.
• Fluent written and spoken German and English is essential.
• Customer service or sales experience preferred.

Aufgaben

• Provide first-tier technical and sales assistance.
• Assist customers with technical inquiries over various channels.
• Document incoming customer inquiries and support product quality.

Kenntnisse

Problem solving

Verbal communication

Written communication

Time management

Multitasking

Ausbildung

Bachelor’s degree in Biological Sciences

Master of Science (MSc) in life science

Tools

SalesForce

Microsoft Word

Microsoft Excel

Jobbeschreibung

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.

Reports To: Scientific Support Associate Team Leader

Location: Dusseldorf (remotely, to become 100% office based on opening of site)

Position Summary

The Scientific Support Associate responds to incoming inquiries from the Bio-Techne commercial team, EMEA customers, and distribution partners to provide first-tier technical and sales assistance on all Bio-Techne brands. The Scientific Support Associate offers exceptional customer service by phone, email and on-line chat. Works as a key member of the scientific support team to assist the customers, operational and sales teams as required to maximize customer experience and revenue. Assists with maintenance of technical resources, works on group and individual projects.

Essential Functions

• The Scientific Support Associate is the point of contact for all first line incoming technical enquiries from all channels (SFDC associate queues, telephone calls, email to the technical shared outlook folder).
• Works with Scientific Support, Customer Care, Sales teams, and others, as necessary, to support customers with technical enquiries advising customers on suitable Bio-Techne products using effective questioning techniques to identify specific customer needs.
• Answers and documents in SalesForce incoming customer inquiries to provide technical assistance on all product lines. Communicate to obtain pertinent information and resolve issue if able by using resources available. If level of inquiry is beyond scope of ability, communicates adequate information to Scientific Support Specialist team to assist with resolution of issue.
• Informs customers on product changes by carrying out product field notifications and discontinuations to affected customers.
• Provides Sales/Customer assistance with bulk quotes, technical quotes, cross-selling, VOC product suggestion fulfilment, product choice, pricing, and availability questions.
• Documents information and recurring technical issues to support product quality programs and product development.
• Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry or problem. Works with sales team to ensure opportunities and leads flow through the system.
• Keeps up to date with training and reading Standard Operating Procedures (SOPs).
• Performs additional duties as assigned.

Operational Responsibilities

Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety in accordance with the job. Follows the Standards set for the Scientific Support Team for On-Time, Consistent, Quality support. Applies the Company’s commercial and operational policy in relevant territories. Works within guidelines of Company Code of Ethics and Business Conduct. Works with customer facing staff to maximize communication and improve efficiencies within Bio-Techne sites to ensure high levels of customer service.

JOB SPECIFICATIONS

Education And Experience

This position requires a minimum of a bachelor’s degree (BSc) in Biological Sciences, Biochemistry or equivalent, preferentially a Master of Science (MSc) in life science or a minimum of 1+ year of directly related experience or laboratory experience. Fluent written and spoken German and English is essential. Customer service or sales experience is preferred. Working knowledge of Microsoft Word and Excel are required. Computer entry and/or typing skills are desirable. 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

• 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 problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action.
• Verbal and written communication skills, including technical writing and ability to handle sensitive and proprietary information with discretion and confidentiality.
• Ability to act independently and with the team on routine assignments or projects.
• Planning, organization, time management skills and multi-tasking to complete assignments in an efficient manner with attention to details and a high-level accuracy.
• Ability to work hours that conform to standard business operations both on-site and remotely as required with a flexible attitude to cover work as required.

Why Join Bio-Techne

• We offer competitive wages along with extensive benefits for employees and their families.
• We invest in our employees’ financial futures through retirement programs and an employee stock purchase plan.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
• We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that build a culture of caring and belonging.
• 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 committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Bio-Techne is an Equal Opportunity Employer. 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.