Scientific Support Associate
Bio-Techne
August 19, 2026
Remote friendly (San Jose, CA)
United States
Operations
Position Summary
- Respond to incoming technical inquiries and basic complaints by providing technical assistance on Protein Simple brand instrumentation, software, and applications with a focus on first-class customer experience.
- Maintain technical resources and provide continual training to stay current on technical information for old and new products.
- Perform additional duties as assigned.
Essential Functions
- Answer and document customer inquiries by phone, email, and chat; hold customer video meetings as needed.
- Address inquiries on instrument/software operation, product selection, techniques/procedures; perform simple troubleshooting; initiate complaints and coordinate resolution.
- Document communications and resolutions in Salesforce (CRM).
- Coordinate with Scientific Support, Customer Service, Field Service, Applications, and Sales regarding ongoing cases.
- Document technical issues to support product quality programs and product development.
- Support Scientific Support department functions/projects (technical resources, training materials, FAQs).
- Provide Voice of Customer to Marketing and internal teams.
- Initiate replacement orders when required; follow Field Notifications and required actions.
- Stay current via seminars, scientific literature, and hands-on lab use.
- Stay current with training and Standard Operating Procedures (SOPs).
- Follow company safety policies.
Education/Experience
- Bachelor’s degree in Biological Sciences, Biochemistry, or equivalent; 0–2 years directly related/lab experience.
- Customer service or sales experience preferred.
- Working knowledge of Microsoft Word and Excel required.
- Typing: minimum 40 wpm (preferred >60 wpm).
- Ability to work in a fast-paced environment; multitask; strong verbal/written communication.
Skills/Abilities (Required/Preferred)
- Knowledge of product systems/processes/applications and company services.
- Proficiency with computer applications for communications, documentation, data analysis, and customer support.
- Interpersonal, problem-solving/critical thinking, verbal/written technical communication.
- Ability to handle sensitive/proprietary information confidentially.
- Ability to work independently and with a team; plan/organize/prioritize; pay attention to detail.
- Adhere to daily login schedule and standard business hours (7:00 A.M.–6:00 P.M. Central Time).
- Respond to incoming technical inquiries and basic complaints by providing technical assistance on Protein Simple brand instrumentation, software, and applications with a focus on first-class customer experience.
- Maintain technical resources and provide continual training to stay current on technical information for old and new products.
- Perform additional duties as assigned.
Essential Functions
- Answer and document customer inquiries by phone, email, and chat; hold customer video meetings as needed.
- Address inquiries on instrument/software operation, product selection, techniques/procedures; perform simple troubleshooting; initiate complaints and coordinate resolution.
- Document communications and resolutions in Salesforce (CRM).
- Coordinate with Scientific Support, Customer Service, Field Service, Applications, and Sales regarding ongoing cases.
- Document technical issues to support product quality programs and product development.
- Support Scientific Support department functions/projects (technical resources, training materials, FAQs).
- Provide Voice of Customer to Marketing and internal teams.
- Initiate replacement orders when required; follow Field Notifications and required actions.
- Stay current via seminars, scientific literature, and hands-on lab use.
- Stay current with training and Standard Operating Procedures (SOPs).
- Follow company safety policies.
Education/Experience
- Bachelor’s degree in Biological Sciences, Biochemistry, or equivalent; 0–2 years directly related/lab experience.
- Customer service or sales experience preferred.
- Working knowledge of Microsoft Word and Excel required.
- Typing: minimum 40 wpm (preferred >60 wpm).
- Ability to work in a fast-paced environment; multitask; strong verbal/written communication.
Skills/Abilities (Required/Preferred)
- Knowledge of product systems/processes/applications and company services.
- Proficiency with computer applications for communications, documentation, data analysis, and customer support.
- Interpersonal, problem-solving/critical thinking, verbal/written technical communication.
- Ability to handle sensitive/proprietary information confidentially.
- Ability to work independently and with a team; plan/organize/prioritize; pay attention to detail.
- Adhere to daily login schedule and standard business hours (7:00 A.M.–6:00 P.M. Central Time).