Technical Support Specialist II, Water Analysis Instruments

Description

The team supports electrochemistry products, including pH meters and electrodes, for end users, channel partners, Customer Service and commercial staff.

The work is mainly by phone and email, and the role helps customers choose, use and troubleshoot instruments across many samples, industries and applications.

The company develops solutions for environmental protection, food safety and health research.

Responsibilities

• Apply your training and experience to suggest solutions, diagnose product and application problems, and close customer questions.
• Follow up on web leads and suggest cost-effective products.
• Add to internal and external knowledge resources, and write application notes and training material on relevant topics.
• Collect customer feedback and market trends, then pass insights to Marketing and R&D to guide product development and improvements.
• Work with Quality teams to flag and escalate product issues, help resolve them, and take part in root-cause investigations when needed.
• Use the Customer Allegiance program to improve the customer experience.
• Keep product documentation and website content current.
• Work with colleagues worldwide to protect product quality and customer satisfaction.

Requirements

• Bachelor's degree in Biology, Chemistry, Environmental Science or a closely related scientific field.
• At least 2 years of technical or laboratory experience.
• Clear written and spoken communication, good listening and customer service skills, and the ability to handle complex technical conversations.
• Sound analytical thinking and problem-solving skills.
• Ability to work alone and as part of a cross-functional team.
• Good organization, with the ability to juggle several priorities and hit performance targets.
• Preferred: experience in wet chemistry or water quality.
• Preferred: proficiency with CRM systems such as Salesforce, Microsoft Office, and enterprise systems such as SAP or Baan.
• Preferred: technical writing experience.
• Preferred: experience with root-cause analysis, corrective actions, quality management systems or continuous improvement methods.
• Preferred: hands-on work with lab equipment such as ovens, centrifuges, filtration equipment, freezers, incubators, shakers, hot plates and remote monitoring systems.
• Preferred: experience training or mentoring technical staff.

Conditions

Standard Monday to Friday schedule.

The listed work environment is office, and the role is fully remote, aligned to the Eastern Time Zone.

Relocation assistance will not be provided.