Technical Product Specialist

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Enfield, CT
  • Job-ID: R5480

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? Then apply now!

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Your challenges

• Act as the in-house technical product specific specialist for incoming customer inquiries via phone, email, twitter, etc.
• Answer detailed, technical customer questions related to product configuration, basic usage, and functional operations, of the assigned product family/families.
• Escalate and distribute unresolved inquiries to next level Service, Sales or Application support, as necessary.
• Triage between Service, Sales and Application support
• Manage product-related complaints
• Investigate systematic product specific (and/or assigned) issues and work with Service Team to get in-depth data from the end user
• Communicate product related issues to the Technical Product Manager for the specific product group
• Execute corrective action for non-critical issues together with the Service Team, (including getting relevant information from the Technical Product Manager, checking inventory levels and revision version, creating catalog numbers, discussing stocking needs etc.)
• If a service tickets has not already been generated, create service ticket in order to document any customer and/or product related issues.
• Assign service tickets for further action by in-house (depot repair), Field Service Engineer, or 3rd party service provider.
• Triage multiple entry points including automated phone queue, customer service inbox, VM inbox and other communication portals
• Attend manufacturer’s product trainings wherever and whenever applicable.
• Execute training for internal candidates
• Mentor and train the Technical Product Representatives

Your expertise

• **Employment at Eppendorf requires vaccination against Covid-19, or, an approved accommodation due to a qualified exemption**

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

Please note that we can only consider applications that are submitted online via our application management tool.

Apply now