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About the Role

The Technical Support Lead is responsible for consistently providing the highest level of customer satisfaction through technical knowledge, scientific capabilities, product understanding, and expertise. This role is a key member of the Customer Experience center of excellence, responding to scientific partners, distributors, and end-user customers globally. The role also provides indirect leadership to team members by responding to and resolving escalated issues.

Responsibilities

Support internal and external 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.
Act as an escalation point for team members for customer issues, product concerns, and decision making.
Provide internal feedback on product design and voice of customer to Product Management, Marketing, Commercial Teams, and Business Development Groups.
Lead 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.
Provide 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.
Assist 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.
Proactively drive product and process issue awareness to the team and key departments.
Perform other duties as assigned.

Requirements

Bachelor’s degree from an accredited higher learning institution in science (Microbiology, Biochemistry, Physics, Chemistry, Biology, or a related scientific/engineering major) 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 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.

Skills

Technical knowledge
Scientific capabilities
Product understanding
Customer service
Problem-solving
Analytical skills
Communication skills (written and verbal)
Coaching
Mentoring
Process management
Project management
Time management

Location

Buffalo, NY

Work Type

Full-time

Experience Level

3-5 years customer service experience
Leadership experience is a plus

Education Level

Bachelor's degree in science or related field, or equivalent experience

Salary/Compensations

$85,000 - $100,000

Benefits

Medical, Dental, Vision Insurance
Disability Insurance
Life Insurance
401(k) company match
15 days Paid Time Off annually
10 Paid Holiday days annually
Tuition Assistance

About the Company

Antylia Scientific is the home of trusted scientific brands including Cole-Parmer, Environmental Express and ZeptoMetrix.
We bring together specialized knowledge, innovative products, and dedicated people to help laboratories, manufacturers, healthcare organizations, and researchers around the world solve complex challenges and improve lives.
Our teams support customers across life sciences, diagnostics, environmental, industrial, and academic markets with solutions that advance research, improve quality, protect communities, and drive scientific progress.
Antylia's culture is built on innovation, integrity, collaboration, and continuous improvement.

Equal Opportunity

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