About Our Client:

Addison Group is partnering with a rapidly growing leader in the manufacturing and biotechnology space. Known for their supportive and collaborative team culture, this organization provides innovative solutions in life sciences, environmental research, and scientific applications.

Job Title:

Technical Customer Support Representative

Location (city, state):

Vernon Hills, IL

Industry:

Manufacturing/Biotechnology (technical support for laboratory and industrial equipment)

Pay: $23 - $25/hour (based on experience)

Job Description:

The Technical Customer Support Representative will assist customers with troubleshooting, equipment setup, and resolving technical issues. You will also identify opportunities to recommend complementary products, ensuring exceptional customer service and technical expertise in every interaction.

Key Responsibilities:

• Handle inbound customer inquiries (20-21 calls/day) to troubleshoot equipment issues and provide technical solutions.
• Recommend and upsell complementary products and add-ons during customer interactions.
• Process a small number of returns daily with additional team support.
• Provide pre- and post-sale support, including order entry, pricing quotes, and expediting shipments.
• Ensure compliance with export regulations and national security requirements.
• Offer product documentation and participate in technical training sessions.
• Contribute to root cause analysis and recommend process improvements.
• Attend vendor and department meetings for continued learning and product updates.

Qualifications:

• Experience: Minimum of 6 months in life sciences, healthcare, or scientific research industries.
• Education: Bachelor's degree in Physics, Biology, Chemistry, Biotechnology, Biochemistry, Microbiology, or Mechanical Engineering.
• Skills: Proficiency in Microsoft Office; experience with Salesforce CRM or AS400 is a plus.

Additional Details:

• Full training provided, including technical product knowledge and upselling strategies.
• No cold calling required; calls are inbound only.

Perks:

• Comprehensive training program.
• Supportive, close-knit team environment.
• Competitive benefits package (medical, dental, vision, PTO).
• Opportunities for career growth in a thriving industry.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.