Technical Product Advisor II

At Hach (www.hach.com), a Veralto company, we ensure water quality for people around the world. Our founding vision is to make water analysis better—faster, simpler, greener, and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions. As part of our team, you’ll contribute to a company that values innovation, collaboration, and professional growth. Motivated by the highest stakes of climate change and global health, we are working together to find new technologies that ensure water safety and sustainability.

About the role

This is an onsite role and will be part of the Service Team in our Loveland, Colorado location. Reporting to the Manager, Technical Support, the Technical Product Advisor II will provide world-class service and support to all internal and external customers via the contact center. The role involves mentoring and leadership within the department, and requires an advanced understanding of internal systems, products and applications, soft skills, vertical markets, and sales lead identification.

Responsibilities

• Handle basic incoming technical and customer support questions from internal and external customers, providing prompt, accurate answers.
• Identify and manage customer escalations and utilize cross-functional relationships to negotiate ‘win-win’ solutions.
• Provide efficient, technical troubleshooting support on testing systems and Hach chemistry methods.
• Act as a liaison between Technical Support and all cross-functional departments to relay Voice of Customer (VOC) and drive continuous improvement.
• Identify sales opportunities, understand the industries, vertical markets, and products, and submit leads to drive appropriate up-sell and cross-sell opportunities to the customer.

Requirements

• A minimum of 2 years of experience in customer service, technical support, field service, and/or previous supervisor experience.
• A minimum of 1 year of experience in one or more of Hach’s key markets (drinking water, wastewater, and industrial).
• A minimum of 1 year of experience with Analytical Chemistry, Biology, Environmental Sciences, or equivalent.
• A minimum of 1 year of experience with MS Office.
• High School Diploma or equivalent.

Qualifications

• BA or BS degree preferred.
• Electrical and Mechanical aptitude.
• Experience with Salesforce and/or Oracle (ERP) preferred.
• Strong verbal and written communication skills.
• Prior call center experience.
• Ability to adapt to changes in expectations, metrics, and environment as business needs demand.

Schedule

This role is for 1st Shift, Monday through Friday, 8.5 hours per day including a ½ hour for lunch.

Pay

The compensation range for this role is $27.00 - $30.00 USD per hour. This job is also eligible for bonus pay.

Benefits

• Bonus/incentive pay
• A flexible work environment
• Paid holidays and paid time off
• Ongoing investment in your career through dedicated training, on-the-job development, and coaching
• Comprehensive health benefits (medical, dental, vision)
• 401(k) savings plan with employer match
• Associate wellbeing programming with rewards