Product Support Representative

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With more than 3,600 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? Then apply now!

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Your challenges

• Act as in-house technical support for specified customer enquiries and distribute enquiries to Service, Sales and Application, as necessary
• Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation
• Triage between Service, Sales and Application support
• Provide support for sales representatives on detailed product-related queries
• Manage product-related complaints
• Generate CRM tickets as necessary to document any product issues
• Dispatch CRM tickets for in-house and/or Field Service
• Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within Business Unit
• Triage multiple entry points including customer service inbox, VM inbox and other communication portals.
• Provide backup for Sales Support and Order Entry in the event of overflow/increase demand during the day. Will be expected to answer phone calls in support of entering orders as well as any sales support related tasks
• Provide backup for Finance support, as needed, and/or assist with other administrative duties specific to Eppendorf Canada as a subsidiary of the North America Services organization
• Perform service billings for field, customers and pipette centers including credits/rebill

Your expertise

• Bachelor’s Degree in Sciences, Engineering or related field, preferred with Life Sciences focus; and/or one to two years related experience
• Professional experience in the field of technical product support, or equivalent combination of education and work experience
• Life science industry experience is considered an advantage
  Professional competencies, special knowledge
• Knowledge of SAP, CRM and Quality management and reporting systems a plus

Your benefits at Eppendorf

• Competitive total rewards package including health, financial, and educational benefits
• Innovative and Collaborative company culture
• Contribute to improving the human living condition

Apply now