Job Title: Scientific Technical Support Specialist

Job Level: Entry

Job Category: Customer Support/Service

Degree Type: Bachelor's Degree

Position Type:Full Time

Shift Type: Day (10:00am-6pm)

Travel Type: Negligible

Job Description

By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne,
and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.

POSITION SUMMARY

Novus Biologicals has a unique opportunity for someone with a scientific background to grow in their
career and learn more about the business side of a biotech company. This position will work primarily on
the front-line, directly with customers, and will focus on organizing and documenting incoming technical
inquiries to ensure they are answered by an appropriate person in a timely fashion. This position will
also perform daily technical support activities for all saleable product types which include email, online,
and phone correspondence. This position requires knowledge and understanding of common
immunological assays, and hands-on experience.

The position will be best suited for someone who enjoys customer service and providing solutions to
customers that help improve their experience with Novus and Bio-Techne products. We are looking for a
person who thrives in a team environment and approaches their job and challenges with a good attitude
and as a team player.

ESSENTIAL FUNCTIONS

 Provides first tier technical and sales assistance on Novus and Bio-Techne products.

 Answers and documents all pre- and post-sale technical inquiries by phone, email, and online
chat.

 Communicates adequate information for technical inquiries and enters and responds to
customer queries through an online ticketing system, ensuring that all inquiries are answered in
a timely fashion.

 Liaises with other technical support members in US and satellite offices

  Track and record issues with individual products and suppliers monthly.  Able to prepare reports
of product performance for monthly and quarterly meetings.  Must be willing to self-advocate
for issues that need immediate solutions.

 Assists customer service and supplier relationship team with any inquires to ensure that
products meet our standards of excellence. 

 Liaise with product suppliers

 Able to work 10:00am-6:00pm (with some flexibility)

Job Qualifications

Education and Experience

 Minimum of bachelor’s degree in biology, biochemistry, or related field

 Relevant lab experience other than educational experience with any of the following lab
techniques – 2+ years is preferable: western blot, immunohistochemistry,
immunocytochemistry, ChIP/IP, and FACS.

 This job will require understanding the assays well enough to offer common troubleshooting
solutions.

Knowledge, Skills, and Abilities

 Excellent communication skills – oral and written.

 Ability to work in a fast-paced environment and manage time accurately.

 Ability to work well with all levels of management.

 Good attention to detail and problem solver.

 Customer service experience preferred.

 Ability to adhere to a daily login schedule to ensure sufficient coverage of all channels.

 Ability to handle sensitive and proprietary information with discretion and confidentiality.