Technical Product Representative

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

• 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