PhD with 0+ years, MS with 3+ years, or BS with 5+ years of lab experience in molecular biology or biochemistry.
Minimum of 5 years of laboratory experience with experimental design and molecular techniques.
Experience in pathology, histology, and tissue analysis preferred.
Adept at diagnosing and troubleshooting technical problems with biological assays.
Technical customer support experience is a plus.
Responsibilities
Provide application assistance, product training, and troubleshooting for ACD product lines via multiple channels.
Act as the primary contact for customers regarding technical issues and scientific consultation.
Ensure high standards of customer service by monitoring support communications and resolving issues promptly.
Log and track recurring support issues using Salesforce CRM for effective resolution.
Liaise with Sales, Marketing, and R&D to provide feedback on product performance.
Contribute to the development of the technical support team's knowledge database.
Benefits
Opportunity for professional growth and development.
Collaborative work environment with cross-departmental interaction.
Engagement with cutting-edge technology in molecular biology.
Flexibility with occasional travel and lab work.
Full Job Description
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.
About BioTechne
Bio-Techne Corporation develops, manufactures, and sells life sciences tools, diagnostics, and reagents worldwide. The company operates in three segments: Protein Sciences, Diagnostics and Genomics, and Clinical Controls. The Protein Sciences segment offers proteins and reagent solutions, including cytokines and growth factors, antibodies, immunoassays, biologically active small molecule compounds, tissue culture reagents, and T-Cell activation technologies. The Diagnostics and Genomics segment provides blood chemistry and blood gas quality controls, hematology instrument controls, diagnostic immunoassays, and other bulk and custom reagents for the in vitro diagnostic market. The Clinical Controls segment offers a range of products comprising Thrombin Generation Assays, and quality controls and calibrators for various clinical instruments. The company was founded in 1976 and is headquartered in Minneapolis, Minnesota.
