The Opportunity

We are looking for an Intermediate‑Level Technical Product Support Associate to provide first‑line technical and customer support to our customers. In this role, you will handle inquiries, troubleshoot basic product‑related technical issues, and ensure accurate documentation and escalation when required. You will work closely with customers, internal teams, and sales partners to support service excellence and business growth.

Key Responsibilities

Customer & Technical Support

• Serve as the primary point of contact for service‑related customer inquiries.
• Provide initial technical product support by troubleshooting basic product issues.
• Gather relevant information to assess and identify the root cause of customer issues.
• Record all incidents accurately in tracking systems to support escalation and product improvement initiatives.
• Follow established procedures, training manuals, and guides to recommend appropriate solutions.
• Escalate complex or unresolved issues to senior technical support specialists or management.
• Handle inbound customer calls and inquiries professionally.
• Visit customer sites occasionally, as required.

Communication & Collaboration (Swedish Language Required)

**Candidates fluent in other European or international languages are also encouraged to apply**

• Communicate daily in Swedish with external customers, manufacturing sites, sales teams, marketing, suppliers, and internal stakeholders.
• Maintain clear communication across functions to ensure customer needs are understood and addressed.
• Understand business objectives and customer segmentation to deliver effective support.

Order & Revenue Support

• Support revenue generation for 2–4 assigned territories in partnership with the sales team.
• Expedite urgent customer orders and assist with sales lead generation.
• Coordinate customer order requirements, including pricing, product availability, returns, complaints, and cancellations.
• Proactively manage lot reserves and determine when issues require escalation.
• Manage consignment warehouse activities, including system receipt, inventory reconciliation, and billing.

Continuous Improvement & Team Contribution

• Participate in cross‑functional initiatives to improve departmental processes.
• Actively contribute to team goals, including order accuracy, returns, and call performance metrics.
• Provide training and support to new employees.
• Work with multiple business systems, including SAP.
• Maintain knowledge of a large product portfolio and customer base.
• Perform other duties as assigned.

Qualifications

Education & Experience

• Bachelor’s degree (BS/BA) in Chemistry or a related scientific discipline preferred, or equivalent relevant experience.
• Previous customer service or technical support experience preferred.

Skills & Competencies

• Strong analytical, problem‑solving, and attention to detail.
• Ability to learn quickly in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Professional phone presence with strong conflict‑resolution abilities.
• Strong time management, organization, and prioritization skills.
• Ability to work collaboratively across teams and functions.
• Comfortable working with ambiguity and changing priorities.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Strong computer skills with the ability to quickly learn new systems and tools.
• High sense of urgency, initiative, and customer focus.