Product Technical Support Representative

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Assess customer product requirements and suggest suitable products, equipment, and solutions to boost sales revenue.

• Provide support to global sales channels and international customer networks through both pre-sale and post-sale assistance.

• Aid customers in their purchasing decisions while identifying opportunities for cross-selling and upselling.

• Follow up on opportunities that have been quoted.

• Deliver engineering-level troubleshooting via phone, email, video, and on-site when necessary.

• Offer support for product documentation.

• Develop technical content, including customer self-service videos, white papers, and technical documents.

• Gather insights from engineering and product management for complex situations.

• Collaborate with engineering and product management on the development of new products.

• Assist the commercial team with on-site customer visits and tradeshow requirements.

• Participate in vendor and departmental training sessions and meetings.

• Engage in root cause analysis and process improvement activities.

• Provide pricing information and quotes, and verify item lead times.

• Perform additional duties as assigned.

⛳️ Requirements

• A bachelor's degree from an accredited institution in a scientific discipline (Physics, Chemistry, Biology, or a related scientific or engineering field), or a combination of education and experience.

• No minimum professional experience is required.

• Preference for internship, academic projects, or coursework that involves technical concepts.

• Strong command of scientific vocabulary and terminology.

• Capability to understand fluid handling and bioprocessing applications.

• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.

• Willingness to learn additional software as required.

• Excellent verbal and written communication abilities.

• Ability to work effectively under pressure and meet deadlines.

• Competence in reading and comprehending technical manuals and diagrams.

• Strong analytical and problem-solving capabilities.

• A solid work ethic and the ability to thrive in a fast-paced, changing environment.

• Candidates must reside within the Mountain or Pacific time zones.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Wellness initiatives.

• Health savings accounts.

• Flexible spending accounts.

• 401(k) plan with a company match.

• Employee stock purchase program.

• 11 paid holidays.

• 18 paid time off (PTO) days each year.

• Volunteer time off.

• 6 weeks of fully paid parental leave, except in states offering paid family leave.

• Opportunities for learning experiences that support career advancement and success.