Lead, Technical Support

Job Title: Lead, Technical Support Reports To: Director, Channel Management Position Location: Buffalo, NY FLSA Status: Exempt FLSA Status: Exempt About Antylia: At Antylia Scientific, we believe the future of science is shaped by the collective power of expertise. As the home of trusted scientific brands—including Cole-Parmer, Environmental Express and ZeptoMetrix—we bring together specialized knowledge, innovative products, and dedicated people to help laboratories, manufacturers, healthcare organizations, and researchers around the world solve complex challenges and improve lives. Our teams support customers across life sciences, diagnostics, environmental, industrial, and academic markets with solutions that advance research, improve quality, protect communities, and drive scientific progress. What makes Antylia unique is the expertise of our people. Across our brands and functions, we collaborate to share knowledge, solve problems, and create better outcomes for our customers. Every employee contributes to a culture built on innovation, integrity, collaboration, and continuous improvement. If you're passionate about making an impact through science, technology, and customer-focused innovation, you'll find opportunities to grow your career while helping shape the future of science. About the Job: Customers are at the center of everything we do at Antylia. The Technical Support Lead is responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction through technical knowledge, scientific capabilities, product understanding, and expertise. This role is a key member of the Customer Experience center of excellence, responding to all our scientific partners, distributors, and end-user customers around the world via product recommendations, business development support, current and future product offerings, and troubleshooting. This role also provides indirect leadership to team members, as they respond and resolve escalated issues to both internal and external customers around the world. How You Will Contribute: Responsible for supporting internal and external customers via e-mail, phone, virtual phone, and other channels by actively listening to and identifying customer needs and concerns to effectively provide top tier customer service Owns and acts as an escalation point for Team Members for customer issues, product concerns, and decision making. Provides internal feedback on product design and voice of customer to Product Management, Marketing, Commercial Teams, and Business Development Groups Leads process, customer, and product support initiatives. Identify and provide input and product understanding to assist in commercial sales support. Lead and/or assist with development/delivery of training needs for business processes, internal systems, along with overall customer and product support best practices Provides training, coaching, and mentoring to Direct Sales, Indirect Sales, Customer Experience, and Business Development Team Members related to the OTS product offerings and Custom/OEM opportunities. Actively attend and support commercial viability opportunities in pre-sales consultations, Custom/OEM project feasibility and qualification meetings. Provide input into Product Inserts, COAs, Import/Export Documentations, Sells Sheets, Marketing Campaigns, Website, and other Customer facing Documents to deliver effective, clear, and accurate product information. Assist with development/delivery of product/process support initiatives and issue awareness with Marketing. Partner with Product Management, Business Development, and Scientific Management Group to stay current on new products, NPIs, business and commercial initiatives, product issues and/or product issue resolution. Responsible for proactively driving product and process issue awareness to the team and key departments. Performs other duties as assigned What You’ll Bring That Excites Us: B…

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