Product Support Representative

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: 11-01-21
  • Location: Mississauga, Ontario
  • Job-ID: R1073

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!

Apply now

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