Representative, Technical Support

Job Title

Technical Support Representative

Manager, Customer Experience

Vernon Hills, IL

Hybrid (3 days in office)

Exempt

Customers are at the center of everything we do at Cole-Parmer. Technical Support Representatives are responsible for consistently providing 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.

• Respond promptly to customer inquiries and technical issues via omnichannel support (phone, email, chat), ensuring timely follow-up and full resolution of issues.
• Educate customers on product features, best practices, and available self-service options.
• Focus on identifying and addressing customers’ application and product needs while supporting revenue growth through product recommendations and solution offerings.
• Provide pre-sale and post-sale support to global sales channels and international customer networks.
• Support customers in their purchasing decisions by identifying cross‑selling and upselling opportunities and follow up on quotes as needed.
• Ensure compliance with national security and export regulations, including end‑user screening and product use verification.
• Attend training sessions, vendor meetings, and internal department meetings for continued professional development, including export compliance and product training.
• Provide documentation and support materials to customers as required.
• Participates in root cause analysis and continuous process improvement initiatives.
• Maintain up-to-date knowledge of products, services, internal tools, and support procedures.
• Performs other duties as assigned.

• 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.

• 1 to 2 years of customer-facing or sales support roles involving technical products/services.

• Proficient in scientific terminology, with the ability to quickly gain expertise in laboratory equipment, fluid handling systems, electrochemistry, and industrial technologies.
• Proficient ability using the Internet and Microsoft Office:
  Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.
• Familiarity with CRM systems such as Salesforce and other technical support tools.
• Strong analytical and problem‑solving skills with the technical aptitude to interpret manuals, technical drawings, and schematics to deliver effective solutions based on customer needs.
• Demonstrated ability to apply knowledge in real‑time to support business decisions.
• Thrives in a fast‑paced, collaborative environment, efficiently works under pressures, within deadlines or other time sensitive constraints.
• Excellent written and verbal communication skills, with the ability to interact professionally across all levels of the organization.
• Self‑motivated with a strong work ethic and adaptability to thrive in a dynamic, growing organization.

• Salary Range: $48k-$52k, depending on location, experience, and qualifications.
• Benefits coverage begins day 1, including the following:
• Medical, Dental, Vision Insurance
• Disability Insurance
• Life Insurance
• 401(k) company match
• Paid Time Off (15 days annually)
• Paid Holiday time (10 company-designated days)
• Tuition Assistance
• Additional benefits available with company package

This position has not been approved for Relocation Assistance.

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