Representative, Technical Support

Cole-Parmer • Vernon Hills, IL • 6h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13317486

Job Title: Technical Support Representative

Reports To: Manager, Customer Experience

Position Location: Vernon Hills, IL

Work Type: Hybrid (3 days in office)

FLSA Status: Exempt

Position Summary:

Customers are at the center of everything we do at Cole-Parmer. Technical Support Representatives are responsible for consistently providing the highest level of customer satisfaction through technical knowledge and expertise. This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world via product recommendations, product application support and general troubleshooting.

Key Responsibilities:

Respond promptly to customer inquiries and technical issues via

omnichannel support (phone, email, chat), ensuring timely follow-up and full resolution of issues.

Educate customers on product features, best practices, and available

self-service options.

Focus on identifying and addressing customers application and

product needs while supporting revenue growth through product recommendations and solution offerings.

Provide pre-sale and post-sale support to global sales channels and

international customer networks.

Support customers in their purchasing decisions by identifying

cross-selling and upselling opportunities and follow up on quotes as needed.

Ensure compliance with national security and export regulations,

including end-user screening and product use verification.

Attend training sessions, vendor meetings, and internal department

meetings for continued professional development, including export compliance and product training.

Provide documentation and support materials to customers as

required.

Participates in root cause analysis and continuous process

improvement initiatives.

Maintain up-to-date knowledge of products, services, internal tools,

and support procedures.

Performs other duties as assigned.

Education:

Bachelors 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.

Experience:

1 to 2 years of customer-facing or sales support roles involving

technical products/services.

Qualifications:

Proficient in scientific terminology, with the ability to quickly

gain expertise in laboratory equipment, fluid handling systems, electrochemistry, and industrial technologies.

Proficient ability using the Internet and Microsoft Office: Outlook,

Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.

Familiarity with CRM systems such as Salesforce and other technical

support tools.

Strong analytical and problem-solving skills with the technical

aptitude to interpret manuals, technical drawings, and schematics to deliver effective solutions based on customer needs.

Demonstrated ability to apply knowledge in real-time to support

business decisions.

Thrives in a fast-paced, collaborative environment, efficiently

works under pressures, within deadlines or other time sensitiveconstraints.

Excellent written and verbal communication skills, with the ability

to interact professionally across all levels of the organization.

Self-motivated with a strong work ethic and adaptability to thrive

in a dynamic, growing organization.

Compensation & Benefits:

Salary Range: \$48k-\$52k, depending on location, experience, and

qualifications.

Benefits coverage begins day 1, including the following: Medical, Dental, Vision Insurance

Disability Insurance

Life Insurance

401(k) company match

Paid Time Off (15 days annually)

Paid Holiday time (10 company-designated days)

Tuition Assistance

Additional benefits available with company package

This position has not been approved for Relocation Assistance.

*The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

*All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected vetera**

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