Technical Product Specialist

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.

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 system

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

Compensation - $65k-$75k base salary

Bonus plan eligible

Competitive total rewards package including health, financial, and education benefits

Direct impact on business