Representative, Technical Support

Cole Parmer Instrument Company • Vernon Hills, IL

133d • $48,000 - $52,000

About The Position

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.

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.
• 1 to 2 years of customer-facing or sales support roles involving technical products/services.
• 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 sensitive constraints.
• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree