Job Description

Technical Product Representative

Career level: Direct Entry - Employment: Fulltime, permanent - Start: immediately - Location: Enfield, CT - Job-ID: R7968

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With around 5,000 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to take responsibility and help to make a difference in an experienced international company? Exciting tasks combined with a positive and affirmative working environment await you at Eppendorf. You are also motivated by technical challenges?

Your challenges

Act as technical in-house liaison between customers, field service, and sales force for the entire Eppendorf product line regarding:
Error Troubleshooting
Work Order Processing
Unit Eligibility (I.E. Warranty, Agreement status Obsolete Status)
Triage inquiries and distribute between Service, Sales or Application support, as necessary
Accountable for maintaining open items such as cases, tasks, and emails to ensure appropriate follow up and closure of pending issues
Maintain proper working knowledge regarding CRM processes, such as:
Generating complete cases for phone calls and email communications from dealers or customers for:
Consumable and Unit Complaints
Product related issues
Troubleshooting of defective equipment
Spare Parts provided
Guidance of Product Application or functionality
Create Work Orders and follow generated SOP to ensure completeness
Generate from Case where applicable
Generate Quotation of On-Demand Services or Spare Parts, as necessary, following the generated SOP to ensure completeness
Maintain working understanding of all other Technical systems used in daily job duties
epSupport: Locate service manuals, error messages, and spare part catalog numbers
Pipette Spare Part Finder: Locate spare parts specific to pipettes
Triage multiple entry points including:
Phones: Log into phone system and maintain an active status during scheduled hours
Follow the proper protocol for all time off requests providing appropriate notice.
Adhere to the break schedule to ensure appropriate phone coverage
Provide efficient triage of customer calls to decrease the abandonment rate
Maintain the assigned Service Level (Percent of calls answered within a defined amount of time) by limiting after-call wrap up
Email: Address all technical related inbound emails within 24-48 business hours
Esker: Translate incoming service requests into the CRM system
Sales Support:
Provide phone backup for Sales Support and Order Entry queues in the event of overflow/increase demand during the day. Will be expected to answer phone calls in support of:
Entering orders
Order status
Product availability
Shipping and Tracking
Credit Card Payments
Maintain working understanding of other Eppendorf systems used in daily job duties
SAP: Billing Account Look-up, Order creation, Serial number verification, Tracking
Esker: Translate standard orders into SAP, as necessary; Identify Fraudulent Orders
Communicate product availability or discontinuation as directed by marketing and/or supply chain
Additional Responsibilities:
Identify and escalate reoccurring product issues to the Supervisor, Technical Products for further review with the appropriate specialist or marketing manager
Collaborate with all ENA Call Center team members to ensure efficiency and accountability
Maintain open communication with Direct Supervisor

Your expertise

High school diploma or GED
Background in life sciences is preferred, but not required

Your benefits at Eppendorf

Competitive total rewards package including health, financial, and education benefits
Innovative and Collaborative corporate culture
Contribute t

How To Apply

Apply online at - www.corporate.eppendorf.com/en/career/ Please note that we can only consider applications that are submitted online via our application management tool.