Expand and organize the product knowledge base by capturing insights from independent research, custom er inquiries, and feedback • Assist in developing marketing and technical collateral, such as product flyers, specification sheets, brochures, graphics, and digital content for web, email, and social media • Perform hands -on laboratory work to support troubleshooting, product evaluation, applications development, and new product introduction (NPI) alongside field application scientists and R&D as needed • Gather and share feedback on competitive products and market information • Escalate complex or unresolv ed issues to senior team members or the appropriate department in a timely manner • Follow established quality and documentation procedures in line with the company''s quality management system. Responsibilities • Provide prompt, accurate, and professional technical support by phone and email to domestic and international customers, covering pre - and post -sales product use, application guidance, troubleshooting, and complaint handling • Log and maintain accurate, detailed records of customer interactions and cases in the technical service database • Generate and maintain technical documentation, including certificates of analysis (COAs) and datasheets, and help organi ze and maintain documentation across company brands • Collaborate with colleagues across departments to investigate customer inquiries and resolve issues.