Customer Scientific & Technical Support Specialist (f/m/d)

As a Customer Scientific & Technical Support Specialist at Bio-Rad Laboratories, you serve as the primary point of contact for customer queries and complaints in Central Europe. You respond to inquiries about our diagnostic products, provide solutions to technical and scientific issues, and work closely with other departments to ensure a seamless experience for our clients.

To qualify for the Customer Scientific & Technical Support Specialist position at Bio-Rad, candidates should possess a degree in life sciences, particularly in laboratory medicine, or equivalent experience. Additionally, knowledge of immunohematology, CRM systems, and proficiency in both German and English are highly valued.

Essential skills for the Customer Scientific & Technical Support Specialist role at Bio-Rad include strong problem-solving abilities, communication skills in both German and English, familiarity with laboratory diagnostics, and experience with customer support in a technical setting. Organizational skills and a team-oriented attitude are equally important.

Bio-Rad supports its Customer Scientific & Technical Support Specialists by offering competitive compensation, extensive training programs, and an inclusive work environment. The company also provides generous vacation days, flexible working options, and annual performance reviews to ensure career growth and job satisfaction.

The work environment for a Customer Scientific & Technical Support Specialist at Bio-Rad is dynamic and collaborative. You will interact with a diverse group of professionals while addressing customer needs and ensuring product satisfaction, all within a supportive and innovative team setting.

When answering this question, focus on your relevant experiences where you provided technical support to clients. Highlight situations where you successfully resolved issues, emphasizing your communication skills and understanding of scientific concepts. Be sure to give examples that reflect your experience in a collaborative team environment.

To effectively answer this question, mention specific resources you use, such as journals, webinars, or professional networks. Discuss how these resources help you maintain relevant knowledge and allow you to share updates with colleagues or clients, showcasing your commitment to continuous learning in your field.

In your response, outline the importance of active listening and empathy while communicating with challenging clients. Explain your method for identifying their issues, providing solutions, and maintaining professionalism, which can lead to positive outcomes even in tough situations.

Use the STAR (Situation, Task, Action, Result) technique to structure your answer. Identify the problem, describe your role, the actions you took to address the issue, and the positive outcome. This approach will effectively demonstrate your problem-solving skills and technical proficiency.

Discuss your experience with specific CRM systems or documentation tools you've utilized in previous roles. Highlight how these tools aid in tracking customer interactions, managing queries, and maintaining follow-up processes, emphasizing your organizational skills.

Explain your understanding of remote support software and how you would use these tools to assist clients effectively. Mention your experience in guiding customers through troubleshooting steps and ensuring clarity in communication during remote interactions.

Talk about your ability to manage competing priorities through effective time management strategies. You might share how you assess the urgency of requests and allocate your time based on impact and customer needs.

Emphasize the importance of collaboration in technical support roles. Share examples of how you have worked with cross-functional teams to resolve customer issues and how teamwork enhances the overall customer experience for organizations like Bio-Rad.

Reflect on your passion for helping others and the importance of science in everyday life. Discuss how providing support in the diagnostics field is rewarding, especially when your expertise helps a client achieve their goals or resolve an issue efficiently.

Express your admiration for Bio-Rad's contributions to life sciences and diagnostics. Mention specific values of the company that resonate with you, and emphasize how you believe your skills and experiences align with their mission and goals.