Field Support Specialist

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Selangor
  • Job-ID: R3336

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 4,500 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

  • Provide timely and accurate technical support to Eppendorf and Dealer Field Service Engineers (L1), especially for service escalations.
  • Maintain close contact with Global Service Specialists (L3) in relation to service escalations, quality issues and any software/hardware changes to instruments.
  • Curate L3 information into actionable information to L1, prepare and deliver formal Service Training to L1 Field Service Engineers.
  • Manage service improvement projects as assigned by manager.
  • Timely response to service escalations from L1 via CRM.
  • Liaise with Quality Team on instrument or service part quality issues.
  • Timely processing of Dealer warranty claims.
  • Regular revision and delivery of FSE Training either classroom based or virtual.
  • Proactive review of new TI Bulletins with advice to L1 if necessary.
  • For the JEAP region, be responsible for any relevant service projects related to the products you support.
  • Meet or exceed all KPIs on Escalation Resolution and Project management.

Your expertise

  • Degree in Electrical/Mechanical engineering
  • At least 5 years commercial experience in a field service engineer position, preferably working on Eppendorf Products.
  • Experience in a service support role advantageous
  • Able to speak English fluently.
  • Ability to speak in public and deliver clear and effective training.
  • Enthusiastic with a positive attitude
  • Ability to travel internationally

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

Apply now