Technical Support Scientist

Advanced Cell Diagnostics, Inc.; Newark (CA); On-site; USD 64,000 - 104,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k plan with company match

Employee stock purchase plan (ESPP)

HSA and FSA options

Paid time off and holidays

Parental leave

Job summary

Bio-Techne is seeking a Technical Support Scientist to provide application assistance, training, and troubleshooting for RNAscope product lines. You will be the main contact for customers, offering technical guidance and scientific advice for research use.

The role involves logging issues and collaborating with Sales, Marketing and R&D to improve support knowledge base. Travel about 10% and an office environment; ideal candidates have PhD/MS/BS with strong lab experience in molecular biology and

Qualifications

• PhD/MS/BS with relevant lab experience in molecular biology or biochemistry.
• Experience diagnosing and solving technical issues with biological assays.
• Strong communication and teaching capabilities for customers.

Responsibilities

• Provide application assistance, training and troubleshooting for RNAscope products.
• Serve as primary customer contact for technical issues with timely resolution.
• Monitor emails/phone support and ensure response times meet targets.
• Log recurring issues in Salesforce and collaborate with Sales/Marketing/R&D.
• Contribute to the knowledge base of the technical support team.

Skills

Presentation skills

Teaching skills

Interpersonal skills

Team player

Self-directed

Education

PhD, 0+ years

MS, 3+ years

BS, 5+ years

Tools

Salesforce CRM

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: $63,500.00 - $104,450.00

Job Purpose

The Technical Support Scientist role involves providing application assistance, training, and troubleshooting support for RNAscope product lines through various channels. They serve as the main point of contact for customers, offering technical guidance and scientific advice for research purposes. The position requires maintaining high standards of customer service by promptly addressing and resolving technical issues. Additionally, the role includes logging and tracking recurring support issues, collaborating with different departments for issue resolution, and contributing to the enhancement of the technical support team's knowledge database.

Responsibilities

• Provide application assistance, product training and troubleshooting for ACD product lines via online chat, phone, email and on-site visits.
• Act as primary contact for customers regarding technical issues, as well as provide scientific consultation for research use only.
• Ensure excellence in customer service and guaranteed response times by actively monitoring support emails, phone calls, and ensuring all issues are resolved in a timely and comprehensive manner.
• Log, track, and identify frequently occurring, high impact support issues and communicate through appropriate channels for resolution using the Salesforce CRM (Customer Relationship Management) database.
• Act as liaison with Sales, Marketing and R&D groups to provide feedback on product performance.
• Contribute to the ongoing development of the technical support team's knowledge database.

Qualifications

• Education: PhD with 0+ years, MS with 3+ years or BS with 5+ years of laboratory experience focused on molecular biology, biochemistry, or similar discipline. PhD or MS preferred.
• Experience: Minimum of 5 years laboratory experience with experimental design, cell and molecular techniques. Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for IHC, ISH, and Imaging.
• Must be adept at diagnosing, troubleshooting, and solving technical problems with a variety of biological assays.
• Technical customer support or application support experience a plus.
• Skills: Highly self-directed, conscientious, articulate, and possesses excellent presentation and teaching skills. Committed to total customer satisfaction with outstanding interpersonal skills and professionalism.
• A team player

Working Conditions

Ability to travel ~10% Office environment Occasional Lab work ~5%

Physical Requirements

Ability to sit for long periods while using a computer and interacting with customers through various communication channels.

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.

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).

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.

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.