Description

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic. Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Position Summary

We are looking for Scientific Support Specialist to provide customers with exceptional technical service and scientific support. Responsible for providing technical support by phone, email, and on-line chat, providing information in response to product enquiries or complaints. The specialist will be based in our UK office in Abingdon and will support all Bio-Techne brands including R&D Systems, Novus, Tocris and will have a focus area on spatial biology technology, for the whole EMEA region.

Essential Functions

• Provide scientific support and troubleshoot complaints by calling upon prior laboratory experience and product knowledge.
• Assist customers with setting up spatial biology assays as part of the New User Program. 
• Ensure customers receive a high level of service both in terms of speed and quality of response.
• Liaise with other corporate sites for support or quality control data.
• Log all customer correspondence in CRM.
• Always represent the company and maintain a professional manner. 
• Carry out product change notification to affected customers. 
• Provide product training for new starters.
• Answer technical enquiries and troubleshoot complaints by calling upon prior laboratory experience and product knowledge.
• Use all media available to improve the support we offer our customers including phone, email, Microsoft team and on-line chat.
•  Work with the Sales Managers for each region to ensure the best customer experience for all EMEA customers via product support and troubleshooting when required. 
• Support the sales team by providing product training and support needed to identify sales leads.

Qualifications

Minimum Requirements/ Qualifications:

• Fluent English, additional European language desirable but not essential
• PhD in biology, chemistry, biochemistry, bioengineering, or a related life science field or B.Sc. and extensive laboratory experience. 
• Possess excellent IT skills; experience of working with databases (i.e., Salesforce or similar CRM), desirable. Office Outlook, using Excel and Word are essential.

Skills required/ desired:

• Analytical/ troubleshooting skills.
• Experience in ISH and/ or molecular biology techniques.
• Friendly and tactful personality.
• Excellent written and verbal communication skills.
• Conscientious, articulate, and possesses excellent presentation and teaching skills.
• A commitment to total customer satisfaction.

Personal Qualities:

• Excellent attention to detail, time management, organisational skills, administration, verbal and written skills in English, it would be nice if there are others too.
• You will love to problem solve and have a creative flare for innovation.
• Excellent interpersonal skills with the ability to communicate at all levels, with all stakeholders.
• Enjoy working autonomously and as part of a team to deliver results, learn and share knowledge.
• Ability to remain calm under pressure and handle complaints and difficult situations.
• Feel comfortable working in a fast-paced environment.
• Ability to build strong relationships with all stakeholders.
• You will be a strong brand ambassador.

EPIC Attributes:
Empowerment
Set goals to help ensure continuous improvement of support.
Enjoy working as part of a team to deliver results, learn and share knowledge. 

Passion
Love science, give it everything, maximise opportunities and be a strong brand ambassador.
Provide guidance and support to other team members and departments.
Excellent attention to detail, time management and process management

Innovation
Outstanding problem solving and interpersonal skills.
Self-directed and creative
Contribute to the success of the team and by challenging and offer suggestions/ ideas and feedback.

Collaboration
Work closely with all departments within EMEA to ensure superior customer support.
Work closely with colleagues to ensure consistency of service across regions and brands.
Work closely with Technical & Service departments to ensure quality of support.

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.