Technical Product Specialist

Your challenges

• Review all repair work orders and provides technical troubleshooting and parts information for the Field Service Engineer (FSE)
• Review all incomplete work orders to ensure the correct technical path forward is being executed.
• Order parts for incomplete work orders as necessary.
• Answer detailed, technical customer questions related to product configuration, basic usage, and functional operations, of the lab product instrument via internal workflow.
• Escalate and distribute unresolved inquiries to next level Service, Sales or Application support, as necessary.
• Act as 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
• If needed create a service ticket in order to document any customer and/or product related issues.
• Triage TPS queue in CRM for incoming work orders and troubleshoots from Customer Care.
• Attend manufacturer's product trainings wherever and whenever applicable.

Your expertise

• Degree in Sciences, Engineering or related subjects; and/or three to five years related experience preferred

• Secondary language beneficial (Spanish, Portuguese or German is a plus)
• Knowledge of SAP, CRM and Quality management and reporting syste
• Life science industry experience with Eppendorf products or related equipment is considered an advantage
• Professional experience in the field of technical product support, or equivalent combination of education and work experience

Your benefits at Eppendorf

• Compensation - $65k-$75k base salary
• Competitive total rewards package including health, financial, and education benefits
• Direct impact on business