Job Abstract

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.

Position Summary:

The Service Support Manager will serve as a subject matter expert responding to and managing non-assay related technical requests for assistance primarily from the Field Service engineers but can also include the Technical Support and Field Applications teams.

This individual will serve as a conduit between internal and field teams, owning and driving real time inquiries to resolution. Additionally, the role includes generating internal and customer facing quality documentation, as well as resources for the global field teams, conducting technical training for the Field Service team, and working closely with Engineering and Operations teams to keep field personnel informed of production trends and improvements.

Annual Base Salary Range (depending on experience and qualifications) is $120,000 - $135,000.

Key Responsibilities:

• Support the field service team in conducting field investigations, identify root cause or support through full resolution
• Work with field specialists and our instructional design team to create online curricula, certifications, testing and troubleshooting materials in support of live training and the development and training of our global field service engineering team.
• Work with specialists to develop live training programs that are standardized and best-in-class and lead to certification and recertification on products.
• Work with Technical Support and the FSE organization to document information and recurring technical issues to support product quality programs and product development.
• Monitor platform complaints via metrics and be the voice of the customer to promote and drive internal continuous improvement and/or training.
• Author quality documentation such as ECOs, SOPs and FSBs as required.
• Field real-time support requests from the field team to ensure immediate action is being taken on urgent inquiries.
• Perform additional duties as assigned.

Education and Experience:

• This position requires a minimum of a bachelor’s degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or equivalent with a minimum of 5 years of related experience working in a Life Science, Medical Device, or cGMP environment. Customer service or customer facing experience is strongly preferred. Working knowledge of CRM databases, Microsoft Word and Excel are required. Must have good verbal and written communication skills.

Knowledge, Skills and Abilities:

• Knowledge of and ProteinSimple instrumentation is highly desirable.
• 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 establishing effective interpersonal relationships such as the ability to solicit key ideas and information.
• Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action.
• Skills in verbal and written communication including technical writing.
• Ability to make effective decisions and execute an appropriate course of action considering all relevant variables.
• Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion, rational, and diplomacy.
• Ability to handle sensitive and proprietary information with discretion and confidentiality.
• Ability to complete new assignments with a moderate level of written or verbal direction, and to act independently on routine assignments or projects with minimal verbal or written direction.
• Ability to plan, organize, time manage and multi-task to complete assignments in an efficient manner.
• Ability to pay attention to details and perform at a high-level accuracy.
• Ability to work independently and with a team.
• Ability to travel domestically and internally up to 15%.

Why Join Bio-Techne:

• We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
• We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, 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 foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

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.

Bio-Techne is an E-Verify Employer in the United States.