Product Technical Support Representative

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

📋 Description

• Determine customer product requirements and enhance sales revenue by suggesting suitable products, equipment, and solutions.

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

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

• 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 and maintain technical content such as customer self-service videos, white papers, and technical documentation.

• Gather insights from engineering and product management to comprehend complex scenarios.

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

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

• Participate in vendor and departmental training sessions and meetings.

• Engage in root cause analysis and process enhancement.

• Provide sales assistance including quotes, pricing, and lead-time evaluations.

• Perform additional responsibilities as assigned.

⛳️ Requirements

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

• No minimum professional experience is required.

• Internship, academic projects, or coursework involving technical concepts is strongly preferred.

• Familiarity with scientific vocabulary and terminology is essential.

• Capability to acquire knowledge of fluid handling and bioprocessing applications.

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

• Ability to learn additional software as required.

• Exceptional written and verbal communication skills.

• Capacity to work effectively under pressure and meet deadlines or other time-sensitive demands.

• Ability to read and interpret technical manuals and diagrams.

• Strong analytical and problem-solving capabilities.

• Ability to utilize acquired knowledge to make real-time, on-the-spot business decisions.

• Strong work ethic and the ability to thrive in a fast-paced and evolving organization.

• Must reside within the Mountain or Pacific time zones.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Wellness programs available.

• Health savings and flexible spending accounts.

• 401(k) plan with company matching.

• Employee stock purchase program.

• 11 paid holidays each year.

• 18 PTO days annually.

• Volunteer time off.

• 6 weeks of fully paid parental leave (except in states providing paid family leave).

• Learning opportunities to foster career growth and success.

• A diverse, equitable, and inclusive workplace culture.