Product Support Specialist

Your challenges Provides technical expertise and troubleshooting support via phone , e-mail or virtually on Eppendorf product lines for internal and external customers. Visits customers to provide expert advice on technical issues that cannot be supported by the sales service organizations (SSO) or distributor Determines if warranty claims for product defects are valid to the regional selling company or distributor Recommends the creation of additional sellable parts based on customer needs Recommends the creation of additional sellable parts based on customer needs Analyzes the quality database to determine if a specific defect should be escalated to the Director of Quality Will provide technical product training for internal and external customers. Create service manuals and technical bulletins. Proactively suggests FAQ’s for website support. Documents customer complaint data as required. Assists with customer part sales and inquiries. Communicates with various Eppendorf personnel to ensure an optimal response to customer needs. Assists with required documentation to add parts to SAP as required by ERP/ MDR system. Detailed oriented with ability to successfully multitask. Demonstrate excellent organizational and follow-up skills. Successful in working with employees at all levels of the organization. High energy level, enthusiasm, positive can-do attitude, and a strong work ethic. Flexibility and ability to deal with constant change. Must follow and enforce Company safety regulations and requirements. Follows ISO 9001 policies and procedures in the performance to the responsibilities outlined in the job description. Perform other job-related duties as assigned. Your expertise Bachelors of Science, Technical degree or equivalent work experience. Strong technical background including electrical, mechanical, and wet works. Ability to read, translate and train others on schematics. Excellent reading, writing, and oral communication skills including presentation and training competency. Ability to interact effectively with employees at all levels of the organization. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Possess strong overall computer skills in all MS Office products such as Outlook, Excel, Word, and PowerPoint. Make all necessary transactions required for the LN Infor or SAP as required by ERP system Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be a creative thinker. 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 Eppendorf is a leading life science company that develops and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide. Eppendorf products are used in academic and commercial research laboratories, e.g., in companies from the pharmaceutical and biotechnological as well as the chemical and food industries. Working at Eppendorf means being part of a community of more than 5,000 scientists, engineers as well as specialists from many other disciplines across more than 30 countries. All of us are committed to one mission: Being the expert partner and advisor of choice for life sciences laboratories around the world - with our premium products, our services, and our reliability.