Kent- Technical Support Specialist

A little bit about us…

Kent Scientific Corporation is a leading provider of innovative research solutions for the life sciences. For over 35 years, we have been dedicated to advancing scientific discovery by supplying researchers worldwide with high-quality, reliable, and precise instrumentation and equipment for in vivo animal research. Our commitment to excellence, customer satisfaction, and technological innovation has made us a trusted partner in academic, pharmaceutical, and biotechnology research.

A little bit about the role…

The Technical Support Specialist is the go-to problem solver for researchers using Kent Scientific instrumentation. When a customer's equipment isn't working the way it should, our Customer Service team takes the first call, and you take it from there. You'll dig into the details, connect the dots, and figure out what's really going on. 

Reporting to the Technical Resources Manager, you'll manage your own support caseload and take on more independence as you learn our products. This role also contributes to technical projects, such as drafting white papers. Over time, there's room to grow into webinars, conference presentations, and other technical content.

What you'll be doing:

• Provide specialized product support to researchers, distinct from general customer service.
• Troubleshoot and diagnose equipment issues over email, phone, and video calls, guiding customers to a resolution.
• Own your caseload from start to finish. Keep track of open cases even on quiet days, follow up with customers who've gone silent, monitor repairs in progress, and know when a quick call will solve what a long email thread won't.
• Partner with Sales, Production, Customer Service, and Marketing to confirm product details, check order status, and get customers what they need.
• Conduct virtual training sessions on our core product line.
• Escalate complex or unusual issues to the Technical Resources Manager as needed, with growing independence over time.
• Support review of marketing materials and other technical content for accuracy.
• Contribute to technical writing, literature reviews, and research projects as assigned.
• Track and report on caseload metrics (e.g., ticket volume, time on task) as requested.
• Travel occasionally (10 to 15%, typically a few trips per year) for trade shows, customer visits, and trips to our Connecticut HQ.
• Perform other duties as assigned.

We are excited about you because…

• You have a Bachelor's degree in a life science, engineering, or related technical field, or equivalent professional experience.
• You have hands-on technical experience in a lab or research setting. 
• You have experience in customer-facing or technical support work. Experience in life sciences, medical device, or scientific equipment industries is a plus.
• You're curious about how things work and dig past the checklist to find the real root of a problem.
• You manage your own time and workload well and can keep multiple open issues moving without being reminded.
• You're comfortable across communication channels: email, phone, and video. You'll reach out to a teammate you've never met when you need an answer.
• You pay close attention to detail while keeping the bigger picture in view.
• You know when to handle something on your own and when to escalate.
• You learn quickly, take initiative, and are excited to keep growing your technical knowledge and independence.

Reasons it pays to work for Kent Scientific (in addition to the pay itself)...

• Simple IRA with employer match.
• Healthcare benefits package.
• Tuition reimbursement or assistance.
• PTO and paid holidays.
• Team-building and professional development opportunities.

Don't meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At Kent Scientific Corporation, we are dedicated to building a diverse, inclusive and just workplace, so if you're excited about this role but your past experience doesn't align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people INTO our process, not weed them out! Who knows, you may be just the right candidate for a future role at Kent Scientific Corporation. Just go for it... submit your resume!