Product Application Specialist Job Opening at Thermo Fisher Scientific Cole-Parmer Division in Vernon Hills, IL

Position Summary:

The primary duty of this position is to perform work that requires knowledge of an advanced type in a field of science that is customarily acquired by a Bachelor’s degree in Science (Chemistry, Physics or Biology) or through a combination of education and experience at a minimum level equal to the level required.  

In performing this primary duty the Applications Specialist I position exercises discretion and independent judgment with respect to recommendation of appropriate products based on customers’ need and quoting pricing on costly systems and equipment (valuing over $100,000 at times) with review from Management or an Applications Specialist II or III, committing the organization to product performance in a specific application.  

Provides technical support to domestic customers in form of recommendations of both catalog and non-catalog items.  Troubleshoots products sold by Cole-Parmer entities via phone, email and fax channels. Investigates and assists in resolving credits, returns and/or quoting issues, utilizing in-depth knowledge of systems, policies and customers as well as various resources and tools made available to the associate. 

Essential Functions:

• Provides top-notch technical support to internal and external customers via telephone, email, web chat and fax channels.  Focuses on meeting customers’ needs and timelines and increasing sales revenue.  Works to understand the customer’s application and product needs, including the type of research being conducted, if appropriate to be able to recommend the best solutions.  Utilizes Levels II and III as resources.  May begin training on dealing with international dealers and end-users.
• Coordinates return process for all products. Makes returns/or replacement decisions for failed products.  Facilitates repairs to avoid returns and provides repair part support to domestic customers.
• Supports Sales by providing leads and referring customers requiring follow-up to generate new business. 
• Recommends appropriate products based on customers’ need and the product’s function; quotes pricing on costly systems and equipment (valuing over $100,000 at times) without prior approval, committing the organization to product performance in a specific application.
• Resolves customer complaints about the company and/or products - resolution includes sending free shipments, discounting, issuing credits and replacing items to satisfy customers requirements often without management approval.  Utilizes a variety of means to answer customers’ questions, including reading manuals and reviewing diagrams, talking with vendors and consulting with Levels II and III.
• Maintains and shares knowledge of all applicable product lines associated with Cole-Parmer, such as Oakton, Davis, InnoCal and Fisher RMD.  Stays current through internal and external training as necessary.
• Provides feedback on product design to Cole-Parmer and Thermo Fisher Scientific manufacturing divisions as well as Cole-Parmer’s more distinguished vendors. 
• Works with product managers to learn about new products. 
• Utilizes knowledge and experience to improve the operations, efficiency and proficiency of other departments including Customer Service, Sales, Leads, Quotes, Marketing, E-Business and Quality Control. 
• May perform sales support activities such as entering orders, providing quotes and pricing, expediting orders and arranging returns as needed. 
• Performs national security requirements as part of daily interaction with customers. Performs end-user screening by asking for end user information. Verifies end use of product along with asking for ultimate destination for orders, and asks customers for specific products being purchased or returned.
• Performs other duties as assigned. 

Minimum Requirements/Qualifications:

• Bachelor’s degree in science (Physics, Chemistry, or Biology) or a combination of education and experience required.  

Non-Negotiable Hiring Criteria:

• Must demonstrate aptitude and learning ability to gain knowledge and mastery of laboratory, fluid handling, electrochemistry and industrial instruments and equipment.
• Must possess excellent interpersonal and communication skills (both verbally and written) to be able to conduct professional and courteous communications with internal and external customers, express ideas clearly, and work as part of a team.
• Must possess strong analytical, problem-solving, and decision-making skills to provide effective solutions to customers based on their needs, and to read and understand technical manuals and diagrams. 
• Must be able to effectively manage time and multitask as needed to effectively meet customers’ expectations and timelines for responses to inquiries, and follow through on commitments.
• Must be able to up-sell to customers in a professional and helpful manner; must do so with a high level of integrity. 
• Must be proficient with Microsoft Office and Internet Explorer.  Experience with an AS400 system and a Customer Relationship Management package (such as ProCenter) a plus.  

Working Conditions:

• This job is performed in a typical office environment between the hours of 7 am to 6 pm.
• Extended period of time on telephone at one time; anywhere from 30 – 60 minutes.  May be longer as necessary to complete a call. 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job.  They are not an exhaustive list of all of the duties and responsibilities associated with it.