Technical Support Lead, Global Customer Experience

Cole-Parmer Instrument Company; Buffalo (NY); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Disability Insurance

Life Insurance

401(k) match

PTO 15 days annually

Paid holidays

Tuition Assistance

Job summary

Antylia Scientific in Buffalo, NY seeks a Lead, Technical Support to manage multi-channel customer service, provide expert product knowledge, and drive customer satisfaction. This role includes indirect leadership, cross-functional collaboration, and contributing to product and process improvements.

You will support internal teams, mentor peers, and help deliver training and pre-sales input for ongoing product initiatives in a fast-paced environment.

Qualifications

• Bachelor’s degree from an accredited higher learning institution in science or a combination of education and experience is required.
• 3-5 years customer service-related experience; leadership experience is a plus
• Proven ability to communicate to a variety of internal and external customers on various levels of expertise.
• Proven ability and proficiencies using the Internet, miscellaneous company software (i.e. Great Plains, Master Control, SharePoint, etc.) and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed
• Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers’ needs and to read and understand technical manuals and diagrams
• Proven ability coaching, guiding, and mentoring peers to make impactful business decisions
• Able to work independently to effectively implement process and project management
• Effectively manages time to ensure workload and key deliverables are completed
• Thrives in a fast-paced, collaborative environment, efficiently works under pressure, 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

Responsibilities

• Respond to customers via e-mail, phone, virtual phone, and other channels by actively listening to and identifying customer needs and concerns to effectively provide top tier customer service
• Owns and acts as an escalation point for Team Members for customer issues, product concerns, and decision making.
• Provides internal feedback on product design and voice of customer to Product Management, Marketing, Commercial Teams, and Business Development Groups
• Leads process, customer, and product support initiatives.
• Identify and provide input and product understanding to assist in commercial sales support.
• Lead and/or assist with development/delivery of training needs for business processes, internal systems, along with overall customer and product support best practices
• Provides training, coaching, and mentoring to Direct Sales, Indirect Sales, Customer Experience, and Business Development Team Members related to the OTS product offerings and Custom/OEM opportunities.
• Actively attend and support commercial viability opportunities in pre-sales consultations, Custom/OEM project feasibility and qualification meetings
• Provide input into Product Inserts, COAs, Import/Export Documentations, Sells Sheets, Marketing Campaigns, Website, and other Customer facing Documents to deliver effective, clear, and accurate product information.
• Assists with development/delivery of product/process support initiatives and issue awareness with Marketing.
• Partner with Product Management, Business Development, and Scientific Management Group to stay current on new products, NPIs, business and commercial initiatives, product issues and/or product issue resolution.
• Responsible for proactively driving product and process issue awareness to the team and key departments.
• Performs other duties as assigned

Skills

Customer service

Leadership

Communication skills

Time management

Analytical thinking

Coaching

Independent work

Pressure handling

Problem solving

Education

Bachelor’s degree in science

Tools

Great Plains

Master Control

SharePoint

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job description

Antylia Scientific in Buffalo, NY seeks a Lead, Technical Support to manage multi-channel customer service, provide expert product knowledge, and drive customer satisfaction. This role includes indirect leadership, cross-functional collaboration, and contributing to product and process improvements.

You will support internal teams, mentor peers, and help deliver training and pre-sales input for ongoing product initiatives in a fast-paced environment.