Advanced Scientific Support Specialist

Asuragen, Inc.; Austin (TX); On-site; USD 62,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability insurance

401(k) with ESPP

HSA/FSA programs

Tuition reimbursement

Mentorship and career development

Employee resource groups

Paid holidays and PTO

Parental leave

Job summary

Bio-Techne is seeking an Advanced Scientific Support Associate (ASSA) to respond to inquiries from the Bio-Techne commercial team and customers worldwide, providing first-tier technical service for Asuragen products. The role mentors junior staff and supports maintenance of technical resources with moderate supervision.

The position emphasizes collaboration with Technical Service, Customer Care, and Sales teams, handling complaints, and ensuring SOP adherence.

Qualifications

• Bachelor's degree in Biological Sciences, Biochemistry or equivalent.
• 2–5 years of directly related or laboratory experience.
• Customer service or sales experience preferred.
• Working knowledge of Microsoft Word, Excel, and Outlook required.

Responsibilities

• Answers and documents incoming customer inquiries by phone, email, and chat; performs simple troubleshooting.
• Communicates with stakeholders to gather all pertinent information for inquiries.
• Provides information to assist with resolution of issues.
• Assists with training new staff and guiding junior SSAs.
• Processes replacement orders and tracks customer communications in the CRM.

Skills

Customer service

Communication

Multitasking

MS Office proficiency

Education

Bachelor's degree in Biological Sciences/Biochemistry

Tools

Microsoft Word

Excel

Outlook

Job description

POSITION SUMMARY

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 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 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 minimum level of written or verbal direction, and to act independently on routine assignments or projects with no 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 with a high level of accuracy. Ability to work independently and with a team. 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.

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.

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 [e-mail] for assistance.

Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.

This position requires work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant work status).

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.