Technical Product Specialist

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Enfield, CT (US)
  • Job-ID: R4810

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 the in-house technical product specific specialist for incoming customer inquiries via phone, email, twitter, etc.
  • Answer detailed, technical customer questions related to product configuration, basic usage, and functional operations, of the assigned product family/families.
  • Escalate and distribute unresolved inquiries to next level Service, Sales or Application support, as necessary.
  • Triage between Service, Sales and Application support
  • Manage product-related complaints
  • Investigate systematic product specific (and/or assigned) issues and work with Service Team to get in-depth data from the end user
  • Communicate product related issues to the Technical Product Manager for the specific product group
  • Execute corrective action for non-critical issues together with the Service Team, (including getting relevant information from the Technical Product Manager, checking inventory levels and revision version, creating catalog numbers, discussing stocking needs etc.)
  • If a service tickets has not already been generated, create service ticket in order to document any customer and/or product related issues.
  • Assign service tickets for further action by in-house (depot repair), Field Service Engineer, or 3rd party service provider.
  • Triage multiple entry points including automated phone queue, customer service inbox, VM inbox and other communication portals
  • Attend manufacturer’s product trainings wherever and whenever applicable.
  • Execute training for internal candidates
  • Mentor and train the Technical Product Representatives

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