|Date Posted||September 23, 2022|
Call Centre / CustomerService
At Masterflex, part of Avantor, our team of Product Technical Support Representative are highly trained product experts with scientific backgrounds. Works independently under close supervision. Supports the customer and commercial team members in selecting the right product for customer applications and troubleshooting existing equipment.
Focuses on identifying customer product needs, while increasing sales revenue through recommending appropriate products, equipment, and solutions.
Supports global sales channels and international customer networks via pre-sale and post-sale support.
Assists customers in buying decision, consistently recognizing, and offering cross-sell/upsell opportunities to customers adding value during the order entry process. Follows up on quoted opportunities as needed.
Attends vendor and department meetings for continued learning including product training, export documentation, export compliance and any other function that relates to work duties.
Responsible for providing product documentation support as needed.
Participates in root cause analysis and process improvement.
Sales support activities such as entering orders, providing quotes and pricing, expediting orders and coordinates return process for all products. Makes returns/or replacement decisions for failed products or customer complaints.
Responsible for national security requirements and export compliance of all transactions, including end user screening and use of products to adhere to technology restrictions as applicable.
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.
Proficient in scientific vocabulary/terminology with ability to gain further knowledge of fluid handling and bioprocessing.
Proficient ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. SAP and Salesforce a plus.
Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers' needs and to read and understand technical manuals and diagrams.
Capable of using learned knowledge to drive in the moment business decisions.
Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
Must be able to communicate in Canadian French & English (Verbal and written).
Strong work ethic and an ability to excel within a rapidly changing and growing organization.
Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints.
Self motivated and demonstrates initiative and result oriented.
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.
We are an Equal Employment/Affirmative Action employer. 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 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.
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