Since its inception, BrandTech Scientific has prided itself on providing products with premium quality and excellent value with exceptional service to customers in the United States and Canada.
We carry a selection of liquid handling products and life science plastics from BRAND GMBH CO KG, vacuum technology from VACUUBRAND GMBH CO KG, high quality plastic labware from VITLAB GMBH, and lab support jacks from Bochem Instrumente GmbH.
We are happy you are considering our opportunity and we look forward to reviewing your application.
www.brandtech.com The Technical Support Specialist is a key part of our Product Marketing Management Department.
The individual in this role is critical in contributing to the success of our customers.
The Technical Support Specialist leads our efforts to assist customers when they most need our help – when something is not working quite right.
Whether working directly with our customers or by enabling other customer-facing team members, the Technical Support Specialist resolves customers’ issues with our laboratory equipment and gets them back on track, improving customer satisfaction and building enduring positive relationships with our customers.
Hybrid model of work with regularly required work days in our Essex, CT office.
Responsibilities Provide knowledgeable, timely technical support to our customers for the assigned laboratory products and services.
Enable all customer-facing team members to support our customers in resolving technical challenges.
Develop and maintain tools that help us to continuously improve the accuracy, convenience, and timeliness of the support that we provide to our customers.
Develop and maintain training resources, working closely with the Product Marketing Manager responsible for the laboratory product/service.
Play a leading role in our work to document, improve, and execute customer technical support processes Collaborate with our parent organization in Germany to resolve particularly complex customer challenges and satisfy needs for regulatory documentation.
Complete regulatory documentation for our customers, in collaboration with our parent organization, such as RoHS, CA Prop 65, Conflict Minerals, and supplier surveys Support our departmental responsibilities such as maintaining up-to-date information on market trends, customer use cases, and competitive intelligence.
Skills 3 years of prior hands-on experience working in a lab, ideally with the assigned product lines 1 years of experience working with scientists and engineers (our customers) to solve their problems Prior experience developing, managing, and maintaining product knowledge resources such as training materials, knowledge base, and support documentation for internal and external audiences Strong ability to communicate with customers in person, over the phone, via email, and through other electronic communications methods Passionate about resolving customer problem; high level of initiative, independence, and accountability Comfortable hadling multiple projects simulraneously and working under deadlines Strong organizational and interpersonal skills with an attention to detail Ability to work independently and as an effective member of a small team Proficient in the use of MS Office (Excel, PowerPoint, Word, Outlook); CRM (MS Dynamics preferred), ERP systems (SAP B1 preferred); and Collaboration software (e.g., WebEx, Confluence, Trello) Job Type: Full-time Salary: $60,000.00
– $70,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule: Monday to Friday Supplemental pay types: Bonus pay Experience: Technical support: 1 year (Preferred) science laboratory: 3 years (Preferred) Work Location: One location