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:

$53 000,00 - $87 200,00

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.

Lunaphore is now part of the Spatial Biology Division of Bio-Techne. Lunaphore provides solutions based on a groundbreaking chip technology that can extract spatial proteomic and transcriptomic data from tumors and other tissues, transforming any assay into multiplex spatial biology with an intuitive approach.

MISSION

As the first point of contact, the Technical Support Engineer is the fundamental and foundational role in answering questions about our systems, applications, products and services, troubleshooting, and technical support. The role will also importantly support the commercial team to facilitate achieving sales objectives in designated geographies.

ACTIVITIES

This position reports to the: Technical Support Manager.Understand in depth the different hardware, software and applications of the products.Understand thoroughly all the technical aspects of the products from the device perspective, the manufacturing and design side, as well as on the basic application side.Provide first-line technical support for customers using Lunaphore products and services, assays and applications.Troubleshooting and diagnosis of customer systems and application issues.Provide basic and advanced remote troubleshooting and solutions to customers.Be the first line of diagnosis and solution execution through log analysis and remote log in on customer instruments. Manage execution of solutions through FSE deployment when required.Log and manage customer queries and issues using relevant Lunaphore ticketing process, SOPs and software.Document thoroughly and in timely manner all customer issues and troubleshooting steps in relevant Customer Support systems.Lead the design and implementation of new processes, solutions, and SOPS to drive efficiencies.Manage the escalation process with support of field teams and appropriate internal departments.Support the production of technical content for external and internal use.Manage and present customer feed-back within the company.Support the management of the support questions database.Collaborate effectively with the Sales, Marketing, Customer support and R&D in order to address the customer needs and provide high quality support.Provide detailed customer issues and complaints to report to upper management.Help defining customer requirements and applications for new products.Drive for results by consistently achieving goals and pushing to complete tasks by their deadlines.This position includes limited traveling to customer sites and training location where necessary.

REQUIRED COMPETENCIES

Relevant industry-specific qualifications in Microsystems, Mechanical engineering, Bioengineering, Microscopy optics.Basic Biology background a plus.At least 3 years Technical Support or commercial field engineering/applications experience in the life science environment, research/diagnostics and medical devices.Troubleshooting, root cause analysis experienceExperience in IT helpdesk support for software and hardware

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ADDITIONAL SKILLS

Interacting with people, bring advice and solutions to them, and demonstrate good customer service skills.Ability to adapt in a constantly changing environment.Ability to collaborate with others by working in a team, share information with peers and managers.Demonstrate critical thinking and analytical skills.Demonstrate good organizational skills and attention to detail.Fluency in oral and written English is a must.

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.