Technical Product Support Specialist

LinkedIn•Stratford, CT

About The Position

The Technical Product Support Specialist serves as the primary interface with customers and prospective customers, providing technical product and application information and product recommendations. The role also routes sales opportunities, including pricing requests that arise from technical inquiries and received leads, to the sales department. The specialist builds product knowledge and provides customers with relevant technical and business information, including specifications, applications, features, and benefits. The position involves professional telephone and email communication, coordination with sales and marketing, use of company computer platforms, and preparation of management metric reports. The employee is expected to support strategic marketing initiatives and company goals and values, and to perform other duties as required. The position requires U.S. citizenship, permanent legal resident status, or granted asylee/refugee status under the Immigration and Nationality Act. The salary range is $73,544 to $91,930 USD; the stated range is a general guideline, and Ashcroft considers factors such as responsibilities, experience, education and training, skills, market, and business considerations when making an offer.

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 skills, organizational and time-management abilities, and problem-solving skills.
Ability and eagerness to learn products and aptitude for understanding a wide range of instrument operations and applications.
Ability to manage phones, email, and projects while prioritizing time-sensitive inquiries with 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.
Must be a U.S. citizen, permanent legal resident, or have 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 Microsoft Office (Word, Excel, and PowerPoint).
Experience with CRM systems such as Salesforce or HubSpot and collaboration platforms such as SharePoint or Teams.

Responsibilities

Build strong 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 feedback on improvements to literature, other documentation, website content, and navigation.
Provide metric reports to management as required.
Support strategic marketing initiatives and company goals and values.
Perform other duties as required.