Product Technical Support Representative

Avantor•USA-UT Remote, UT

3d•$56,500 - $90,850•Remote

About The Position

Avantor is seeking a dedicated Product Technical Support Representative to optimize our Biopharma team, delivering results against some of the most complex business and technology initiatives. Our team of Product Technical Support Representatives are highly trained product experts with scientific backgrounds. You will have the opportunity to work independently. Utilizing subject matter expertise, this role supports the customer and commercial team members in selecting the right products for customer applications and troubleshooting existing equipment. This is a full-time remote position with limited travel required for training and on-site customer support. To ensure alignment with customer and team support needs, applicants must reside within the Mountain or Pacific time zones.

Requirements

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
No minimum years of professional experience required; internship, academic project, or coursework involving technical concepts is highly preferred
Proficient in scientific vocabulary/terminology with the ability to gain further knowledge of fluid handling and bioprocessing applications.
Microsoft Office (Outlook, Word, Excel, and PowerPoint) proficiency with the ability to learn other software as needed
Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.
Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints.
Read and understand technical manuals and diagrams.
Apply acquired knowledge to drive real-time business decisions.
Possesses strong analytical, and problem-solving skills to provide effective solutions based on customers’ needs.
Capable of using learned knowledge to drive in-the-moment business decisions.
Strong work ethic and an ability to excel within a rapidly changing and growing organization.

Responsibilities

Focuses on identifying customer product needs, while increasing sales revenue by 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 decisions, consistently recognizing, and offering cross-sell/upsell opportunities to customers adding value during the lead generation and qualification process. Follows up on quoted opportunities as needed.
Provides engineering-level troubleshooting for customers via phone, email, video and on-site (where applicable).
Responsible for providing product documentation support as needed.
Utilize technical expertise to support technical content needs such as self-service videos for customers on website, white papers, and other technical documentation for customers.
Collects insights from other supporting areas (engineering/product management) to fully understand more complex scenarios.
Collaborates with engineering and product management teams for new product development.
Partners with commercial team to support on-site customer visits and tradeshow needs.
Attends vendor and department trainings/meetings for continued learning.
Participates in root cause analysis and process improvement.
Sales support activities such as providing quotes and pricing, checking on lead time for items.
Performs other duties as assigned.