Product Technical Support Representative

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. Preference will be given to candidates residing in the Chicago, IL area or the Western region of the U.S.

What we’re looking for 

• Education: 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.
• Experience: 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.
• Collaboration Tool: Microsoft Office (Outlook, Word, Excel, and PowerPoint) proficiency with the ability to learn other software as needed

How you will thrive and create an impact 

• 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.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• 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.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

Pay Transparency:

The expected pre-tax pay for this position is

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.

Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.