Scientific Support Associate Supervisor

Bio-Techne Scientific Support Instrument Associate Team Supervisor

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. Pay Range: $79,800.00 - $131,100.00

The Scientific Support Instrument Associate Team Supervisor is responsible for leading, inspiring, coaching, and mentoring the Instrument Scientific Support Associate team members to achieve world-class customer service, as reflected in customer satisfaction, including NPS scores. Responsible for oversight of the distribution of team cases and maintaining optimum service and team productivity. The Supervisor will provide guidance to the team by answering questions, offering advice, and guidance for case resolution. This position manages the team schedule to ensure availability of the team to assist other team members, coverage of the communication channels as needed, special training, seminars, and approving requests for PTO and other OOO instances for the team. Regularly provides feedback on performance. Works with field teams, marketing, and lab staff as needed to help team members address internal and customer issues. Maintain Technical Resources. Follow up on case detractors and when customers request to speak to management. Works on group and/or individual projects. Perform additional duties as assigned.

Essential Functions

• Collaborates with Technical Service Instrument Team Manager to support the team.
• Ensures sufficient coverage of call and chat channels.
• Oversees the distribution of cases to the Scientific Support Associate team.
• Utilizes multiple factors in the distribution, including areas of expertise and urgency of issue, to assure customer satisfaction and efficiency.
• Provides subject matter expertise and technical leadership to the team.
• Acts as the initial resource/mentor for the Scientific Support Associate team members, offering advice and guidance for case progress and resolution.
• Consult with cross-functional internal teams as needed to help bring case resolution or address internal issues.
• Performs midyear and annual performance evaluations for Scientific Support Associates.
• Meets regularly with individual Scientific Support Associate team members for case review, feedback, and support.
• Approves replacements for team members, per assigned approval level.
• Works with the Instrument Manager to monitor replacements and look for trends through complaints.
• Assists with Technical Service training and on-boarding for new staff.
• Participates in Escalations, Fire Drills, Phase IV, Tiger Team, Software meetings and other product meetings, as needed.
• Participates in quality review meetings regarding quality issues, non-conforming material and ship holds, as needed.
• Acts as technical liaison between field teams, product marketing, and development personnel.
• Manages, recruits, hires, and evaluates Scientific Support Associate staff.
• Supports team, taking challenging cases and helping cover channels as needed.
• Follows up on NPS detractors and offers feedback on improvement.
• Keeps up to date on current technology and use of product lines by attending seminars, reading current scientific literature, and using products in lab.
• Keeps up to date with training and reading Standard Operating Procedures (SOPs).
• Assists in reviewing, writing, and editing department documents and procedures.
• Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance with the job.
• Performs additional duties as assigned.

Job Specifications

Education and Experience: This position requires a minimum of a bachelor's degree in Biological Sciences, Biochemistry or equivalent with a minimum of 6 years of relevant experience and 0 – 2 years of leadership experience or demonstrated leadership potential. Must be able to work in a fast-paced environment, multi-task, and have good communication skills, both verbally and in writing.

Knowledge, Skills, and Abilities

Demonstrates understanding of organizational goals while exhibiting EPIC values in daily work. Ability to plan, organize, time manage, and multitask to complete assignments in an efficient manner. Ability to make effective decisions and execute an appropriate course of action considering all relevant variables to drive solutions. Knowledge of the instruments, processes, products, the applications in which these solutions may be used and the services of the company. Skills in leadership - motivation, delegation, difficult conversations, providing feedback. Extensive technical skills in one or more of the following areas, and general knowledge in remaining areas: protein gel electrophoresis or capillary electrophoresis, Western blot, ELISA, isoelectric focusing, cell sorting, Laboratory Information Management Systems, and instrument control software. Proven track record of rigorous troubleshooting and finding solutions. Knowledge of safety and company rules and policies. 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 and presentation, allowing the ability to communicate professionally across all layers of the organization, as well as with customers. Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion, rationality, and diplomacy. Ability to handle sensitive and proprietary information with discretion and confidentiality. Ability to complete new assignments with a minimum level of written or verbal direction, and to act independently on routine assignments or projects with no verbal or written direction. Ability to plan, organize, multi-task, and effectively prioritize tasks 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. Availability to work within our standard business hours (7:00 A.M. to 6:00 P.M.).

Why Join Bio-Techne

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield. We invest in our employees' financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA. We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, 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 offer an accrued leave policy with paid holidays, paid time off, and paid parental leave. We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table. Bio-Techne is an E-Verify Employer in the United States. 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. To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property. Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services. Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.