LOCATION:

Dusseldorf
Effective Date: As soon as possible 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.

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.

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

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.