Job Description

Service Dispatch Scheduler

Your Challenges

Take service requests from Tech Support and/or Customers via phone or emails for customers needing on-site service.

Scheduling of all Field Service Engineer (FSE) workload for assigned region in accordance with customer requirements and priorities.

Develop and maintain clear and concise communications with, end user customers, Area Service Managers (ASMs), Field Service employees, and other internal Eppendorf service personnel.

Assist FSE and Area Service Manager (ASMs) as required with management of call assignments, including rescheduling and re-dispatching tickets, to ensure the best response time and customer satisfaction; this includes adherence to any requirements for Service Level Agreements (SLA's)

Together with the ASM help maintain a master schedule of FSE Training, Vacation, personal time off (PTO) days to ensure sufficient FSE resources are available to match the customer demands.

Communicate with customers to ensure equipment delivery, 3rd party set-up personnel, and FSEs are coordinated to ensure high levels of customer satisfaction.

Follow-up with billable customers on POs or payments prior to the FSEs on-site service.

Monitor and proactively follow up on open tickets, scheduling requests, and open service activities

Create service ticket in the CRM system if one has not already been created via Tech Support.

Your expertise

Good knowledge of the life science industry (competition, service products & business models, customer segments) considered ideal
GED or High School Diploma
Experience in business relevant service and administrative tasks; understanding of key customer satisfaction drivers.

Your benefits at Eppendorf

Competitive total rewards package including health, financial, and education benefits
Innovative and Collaborative corporate cultureContribute 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.