Technical Product Representative

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Enfield, CT
  • 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 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 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