- Career level: Direct Entry
- Employment: Fulltime, permanent
- Start: immediately
- Location: Enfield, CT (US)
- Job-ID: R4839
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 nowYour challenges
- Act as technical in-house liaison between customers, field service, and sales force for the entire Eppendorf product line regarding:
- Error Troubleshooting
- Work Order Processing
- Unit Eligibility (I.E. Warranty, Agreement status Obsolete Status)
- Triage inquiries and distribute between Service, Sales or Application support, as necessary
- Accountable for maintaining open items such as cases, tasks, and emails to ensure appropriate follow up and closure of pending issues
- Maintain proper working knowledge regarding CRM processes, such as:
- Generating complete cases for phone calls and email communications from dealers or customers for:
- Consumable and Unit Complaints
- Product related issues
- Troubleshooting of defective equipment
- Spare Parts provided
- Guidance of Product Application or functionality
- Create Work Orders and follow generated SOP to ensure completeness
- Generate from Case where applicable
- Generate Quotation of On-Demand Services or Spare Parts, as necessary, following the generated SOP to ensure completeness
- Maintain working understanding of all other Technical systems used in daily job duties
- epSupport: Locate service manuals, error messages, and spare part catalog numbers
- Pipette Spare Part Finder: Locate spare parts specific to pipettes
- Triage multiple entry points including:
- Phones: Log into phone system and maintain an active status during scheduled hours
- Follow the proper protocol for all time off requests providing appropriate notice.
- Adhere to the break schedule to ensure appropriate phone coverage
- Provide efficient triage of customer calls to decrease the abandonment rate
- Maintain the assigned Service Level (Percent of calls answered within a defined amount of time) by limiting after-call wrap up
- Email: Address all technical related inbound emails within 24-48 business hours
- Esker: Translate incoming service requests into the CRM system
- Sales Support:
- Provide phone backup for Sales Support and Order Entry queues in the event of overflow/increase demand during the day. Will be expected to answer phone calls in support of:
- Entering orders
- Order status
- Product availability
- Shipping and Tracking
- Credit Card Payments
- Maintain working understanding of other Eppendorf systems used in daily job duties
- SAP: Billing Account Look-up, Order creation, Serial number verification, Tracking
- Esker: Translate standard orders into SAP, as necessary; Identify Fraudulent Orders
- Communicate product availability or discontinuation as directed by marketing and/or supply chain
- Additional Responsibilities:
- Identify and escalate reoccurring product issues to the Supervisor, Technical Products for further review with the appropriate specialist or marketing manager
- Collaborate with all ENA Call Center team members to ensure efficiency and accountability
- Maintain open communication with Direct Supervisor
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