Position Overview
The Technical Customer Solutions Specialist serves as a critical interface between customers and laboratory testing operations. This role is designed for a science-focused professional who can apply technical knowledge to guide customers toward appropriate testing solutions. The individual will support customers throughout the lifecycle of a test program—helping interpret requirements, translating technical standards, and ensuring a high-quality customer experience from initial inquiry through completion.
The position requires strong scientific aptitude, attention to detail, and the ability to communicate complex technical information to audiences with varying levels of technical understanding.
Key Responsibilities
- Educate customers on available testing services and recommend appropriate courses of action based on technical and scientific requirements
- Provide technical guidance on test program setup and execution
- Support customers before, during, and after testing to ensure accurate and effective outcomes
- Review, interpret, and summarize testing standards, specifications, and engineering drawings
- Maintain detailed and accurate documentation of all customer communications and project activities
- Collaborate internally to review project scope, feasibility, and timelines
- Develop cost estimates and proposals for testing services across multiple laboratory locations
- Follow up on open opportunities, including requested but unsubmitted test programs
- Conduct on-site customer tours and explain laboratory capabilities and testing methodologies
- Represent the organization at trade shows, conferences, and industry events
- Perform additional duties as needed to support business and customer objectives
Required Education, Experience & Skills
- Associate’s degree or higher in a science or technology-related discipline
- Minimum of 3 years of customer-facing experience, including substantial written communication
- Ability to explain technical and scientific concepts clearly to both technical and non-technical audiences
- Proficiency with standard business software, including Microsoft Word and Excel
- Strong written and verbal communication skills in English, with a high attention to detail
- Working knowledge of algebra and geometry
- Understanding of professional business communication and etiquette
Preferred Qualifications
- Five or more years of customer service or technical support experience
- Bachelor’s degree or higher in a hard science (e.g., Chemistry, Biology, Physics, Materials Science, Engineering Technology)
- Experience working in a laboratory, testing, or manufacturing environment
- Familiarity with national and international testing standards (e.g., ASTM, ISO, DIN)