About this role
The Opportunity:
Avantor is seeking an Associate for the Technical Product Support NA Team. The associate should work under moderate supervision, provide initial technical product support to customers by handling inquiries and troubleshooting technical product-related issues. Gather information to identify and assess the nature of the problem. Typically, refer to the transcript or established process in training manuals and guides to recommend solutions. Handle moderately complex issues.
Summary:
To be part of a multi disciplined team providing direct technical support to our customers and sales associates via call, chat, and email. The team consists of associates from a variety of scientific specialties including Life Sciences (Microbiology, Molecular and cell biology, Biochemistry & Biotechnology)
Key Responsibilities and Tasks:
- Provide Pre & Post sales assistance relating to our product range to customers via Hotline/Live Chat or E-Mail. To make the greatest use of technical expertise and experience, team members divide up incoming inquiries, but they also should have a readiness to broaden their knowledge and address a range of inquiries.
- Maximize opportunity to achieve sales by;
o Identifying products based on end user’s specifications & application
o Suggesting alternatives to unavailable products
o Providing technical information about Avantor product ranges
o Providing first line troubleshooting for equipment & instruments
Skills, knowledge & experience:
- Minimum of an Undergraduate/bachelor’s in science (Biotechnology & Industrial BT, Microbiology, Biochemistry, Applied/Advanced microbiology, Bioinformatics, Nanotechnology, Bio-Medical Eng/Instrumentation).
- Practical Laboratory experience is preferred.
- Excellent Communication Skills with telephone etiquette. Preferably with customer service experience.
- Proficiency in Microsoft Office – MS Word and MS Excel
- Positive attitude towards work, team, learning and taking up initiatives/tasks.
- Customer centric approach, with ability to provide accurate information in user friendly manner to both technical and non-technical purchasers.
- Awareness of the sales process and a commercial understanding of the service
- Eye for details and accuracy of information supplied.
- Ability to comprehend the technical enquiry, analyze, probe to understand the customer requirement and ensure complete information before formulating a response.
Competencies:
- Analytical and Critical Thinking
- Collaboration & Teamwork
- Continual Improvement and Innovation
- Customer Focus
- Developing People
- Driving Results
- Adhere to Avantor’s policies, procedures, rules, and guidelines.
- Always uphold Avantor Culture and Values.
- Flexible to work in night shifts
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor?
Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement:
We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
Privacy Policy:
We will use the personal information that you have submitted to us in order to consider your application for the relevant role.
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3rd party non-solicitation policy:
By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation