Service Dispatch Scheduler

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Enfield, CT
  • Job-ID: R5465

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!

Apply now

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

• **Employment at Eppendorf in the United States and Canada requires vaccination against COVID-19. All new hires must be vaccinated against COVID-19, or, have a qualified medical or religious exemption, prior to the start of employment. **
• Good knowledge of the life science industry (competition, service products & business models, customer segments) considered ideal
• An Associate’s Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing.
• 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 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