Technical Support Scientist

Bio-Techne Corp.; Newark (CA); On-site; USD 64,000 - 104,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with ESPP

HSA

FSA

Tuition reimbursement

Mentorship opportunities

Paid holidays and time off

Job summary

Bio-Techne Corp. in Newark, CA is seeking a Technical Support Scientist to provide application assistance, training and troubleshooting for RNAscope product lines across chat, phone, email and on-site visits.

The role requires advanced laboratory experience (PhD/MS/BS) in molecular biology or biochemistry, with strong problem-solving and presentation skills. Travel up to 10% and a focus on customer satisfaction are essential.

Qualifications

• PhD with 0+ years, MS with 3+ years or BS with 5+ years of laboratory experience in molecular biology/biochemistry
• Experience in diagnosing and solving technical problems with biological assays preferred
• Technical customer support or application support experience is a plus

Responsibilities

• Provide application assistance, product training and troubleshooting for RNAscope product lines via online chat, phone, email and on-site visits
• Act as primary customer contact for technical issues and provide scientific consultation for research use
• Ensure excellent customer service and prompt resolution of issues with guaranteed response times
• Log and track recurring issues using Salesforce CRM and communicate for resolution
• Collaborate with Sales, Marketing and R&D to feedback on product performance
• Contribute to the ongoing development of the technical support knowledge base

Skills

Technical support

Troubleshooting

Scientific communication

Customer service

Education

PhD

MS

BS

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

Position Summary: 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.

Key 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.

Education and Experience

• 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.
• 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.

Knowledge, Skills and Abilities

• 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.
• 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.
• Ability to travel ~10%.
• Office environment.
• Occasional Lab work ~5%.
• Ability to sit for long periods while using.

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.

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.