Technical Product Support Specialist

Ashcroft Inc.•Stratford, CT

14h•$73,544 - $91,930

About The Position

The Technical Product Support Specialist serves as the primary interface for customers and prospective customers, providing technical product and application information and product recommendations. The role also routes sales opportunities to the sales department as pricing requests arising from technical inquiries and as received leads. The specialist develops product knowledge to provide relevant technical and business information, including specifications, applications, features, and benefits. The role involves professional telephone and email interactions, distributing leads and RFQ inquiries to sales personnel, using company computer platforms and applications, providing feedback to marketing on literature and website content, and preparing metric reports for management as required. The specialist supports company marketing initiatives, goals, and values and performs other duties as required.

Requirements

A two- or four-year degree in engineering or a related technical field, or a combination of education and experience.
Demonstrated technical aptitude and experience.
Excellent written and verbal communication, organizational, time-management, and problem-solving skills.
Ability and eagerness to learn products and understand a wide range of instrument operations and applications.
Ability to multitask across phones, email, and projects, with strong prioritization skills for time-sensitive inquiries and minimal supervision.
Professional and courteous presentation to internal and external customers.
Self-motivated and able to work in a fast-paced office environment.
Willingness to work the hours necessary to answer daily inquiries.
U.S. Citizen, Permanent Legal Resident, or granted Asylee/Refugee status under the Immigration and Nationality Act.

Nice To Haves

Five or more years of experience in engineering and/or technical sales.
Working knowledge of MS Office (Word, Excel, and PowerPoint).
Experience with CRM systems such as Salesforce or HubSpot and collaboration platforms such as SharePoint or Teams.

Responsibilities

Build product knowledge and provide customers with applicable technical and business information, including specifications, applications, features, and benefits; request additional training as needed.
Represent the company through timely, friendly, professional, high-level telephone and email interactions.
Distribute leads and RFQ inquiries to appropriate sales personnel.
Learn to operate and use company computer platforms and relevant applications.
Provide marketing with feedback on improvements to literature, other documentation, website content, and navigation.
Provide metric reports to management as required.
Abide by and support strategic marketing initiatives and company goals and values.
Perform other duties as required.