Representative, Technical Support

Job Title: Representative, Technical Support

Reports To: Sr Director, Sales & Customer Experience

Position Location: Charleston, SC

FLSA Status (Exempt/Non-Exempt): Exempt

Position Summary: Customers are at the center of everything we do at Antylia Scientific. Technical Support Representatives are responsible for working through multiple service channels to consistently provide 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.

Key Responsibilities:

• Focuses on meeting customers' application and product needs, while increasing sales revenue through 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 decision, consistently recognizing and offering cross-sell/upsell opportunities to customers adding value during the order entry process. Follows up on quoted opportunities as needed.
• Responsible for providing product documentation support as needed.
• Participates in root cause analysis and process improvement.
• Sales support activities such as entering orders, expediting orders making returns/or replacement recommendations for failed products or customer complaints.
• Supports manufacturing by performing quality testing on raw materials and finished goods.
• Travels to customer sites to perform installation of preventative maintenance visits on equipment.
• Supports sales efforts by participating in local and national conferences
• Supports marketing efforts by participating in webinars, presenting papers, and creating marketing content.
• Responsible for product training for new hires in the Sales, Marketing, Product Management, and other related areas.
• Performs other duties as assigned.

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:

• 0 to 2 years customer service related experience.
• 3-5 years experience in an environmental laboratory is a plus
• Familiarity with advanced analytical equipment such as an ICP-MS is a plus
• Familiarity with electrochemistry instruments and applications is a plus

Minimum Requirements/Qualifications:

• Proficient in scientific vocabulary/terminology with ability to gain further knowledge and mastery of various Environmental workflows.
• Proficient ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using Sales Force or other Customer database Management system is a plus.
• Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers' needs and to read and understand technical manuals and diagrams.
• Capable of using learned knowledge to drive in the moment business decisions.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Strong work ethic and an ability to excel within a rapidly changing and growing organization.

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.