Job Description

Back Office Manager

Your challenges

Over sees day-to-day operations of Eppendorf's Service Back-Office to ensure customers receive a high level of satisfaction with their service interaction throughout the process of scheduling a service event, from first contact with Eppendorf, until the incident is closed and invoiced.

Manage the team of Service Schedulers/Dispatchers which will have daily interactions with customers, field service personnel, ASDs (Area Service Directors), Technical Support personnel, logistics personnel, Service invoicing personnel, and potential sales reps as well.

Manage the team of Technical Product Specialist to ensure a high level of support for internal and external customer support request. Monitor volume, age, and type of request to drive timely resolution or escalation.

Ensure that the field service personnel are utilized effectively and efficiently in order to meet the needs of our Eppendorf customer as well as balancing the costs of the business

Manage the commercial aspects of the service organization including collecting customer POs for service requested and invoicing the customer upon completion of the service event.

Create, manage and provide on-going support for the reporting of service KPIs, measurements and reporting at a national, regional and individual level.

Creation and maintain Standard Operatiion Producdures (SOP) pertaining to Dispatch and Service Operations Admin.

Maintain the Merck/Ancillare/IDEXX Global Programs.

Handle essential tasks as assigned and respond to change productivity

Review and signature of customer Master Service Agreements (MSA), Service Terms & Conditions, SOWs pertaining to service and Service Quality Agreements.

Monitoring and providing access to service employees to Eppendorf-support.com through Typo3

The monitoring and investigations for the approval/rejection process of Warranty Change requests with e365

Establish an enhanced relationship between Eppendorf customers and Customer Service

Participate in critical negotiations with customers

Your expertise

Good knowledge of the life science industry (competition, service products & business models, customer segments) considered ideal

A Bachelors Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing. Proven leadership qualities

Good business acumen

Networking skills (internal and external)

Motivational and coaching skills

Excellent English skills

Systematic, analytical and structured approach of challenges

Goal-oriented

Persuasiveness and assertiveness (also in complex matrix organizations)

Readiness to take on responsibility, "can-do" attitude

Excellent communication skills

Quality driven

Ability to travel domestically and/or internationally up to 10%

Your benefits at Eppendorf

Competitive total rewards package including health, financial, and education benefits
Innovative and Collaborative corporate culture
Contribute to improving the human living condition
Direct impact on business

How To Apply

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