Product Technical Support Representative

at Avantor
Location Antioch, Illinois
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

Job Summary

Our team of Product Technical Support Representative are highly trained product experts with scientific backgrounds.

Works independently under close supervision. Supports the customer and commercial team members in selecting the right product for customer applications and troubleshooting existing equipment.

Key Responsibilities:

  • Focuses on identifying customer product needs, while increasing sales revenue through recommending appropriate products, equipment, and solutions.
  • Supports global sales channels and international customer networks via pre-sale and post-sale support.
  • Assists customers in buying decision, consistently recognizing and offering cross-sell/upsell opportunities to customers adding value during the order entry process. Follows up on quoted opportunities as needed.
  • Attends vendor and department meetings for continued learning including product training, export documentation, export compliance and any other function that relates to work duties.
  • Responsible for providing product documentation support as needed.
  • Participates in root cause analysis and process improvement.
  • Sales support activities such as entering orders, providing quotes and pricing, expediting orders and coordinates return process for all products. Makes returns/or replacement decisions for failed products or customer complaints.
  • Responsible for national security requirements and export compliance of all transactions, including end user screening and use of products to adhere to technology restrictions as applicable.
  • Performs other duties as assigned.

Education:

  • Bachelor's degree from an accredited higher learning institution in science (Physics, Chemistry, Biology, or a related scientific/engineering major) or a combination of education and experience is required.

Qualifications:

  • Proficient in scientific vocabulary/terminology with ability to gain further knowledge of fluid handling and bioprocessing.
  • Proficient ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed.
  • Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers' needs and to read and understand technical manuals and diagrams.
  • Capable of using learned knowledge to drive in the moment business decisions.
  • Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization
  • Strong work ethic and an ability to excel within a rapidly changing and growing organization
  • Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
Avantor is proud to be an equal opportunity employer.

EEO Statement:

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision using the links below.

EEO is the Law

OFCCP EEO Su pplement

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.

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