Product Support Representative
5 days ago
Your challenges- Act as in-house technical support for specified customer enquiries and distribute enquiries to Service, Sales and Application, as necessary- Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation- Triage between Service, Sales and Application support- Provide support for sales representatives on detailed product-related queries- Manage product-related complaints- Generate CRM tickets as necessary to document any product issues- Dispatch CRM tickets for in-house and/or Field Service- Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within Business Unit- Triage multiple entry points including customer service inbox, VM inbox and other communication portals.- Provide backup for Sales Support and Order Entry in the event of overflow/increase demand during the day. Will be expected to answer phone calls in support of entering orders as well as any sales support related tasks- Provide backup for Finance support, as needed, and/or assist with other administrative duties specific to Eppendorf Canada as a subsidiary of the North America Services organization- Perform service billings for field, customers and pipette centers including credits/rebills.
Your expertise- Bachelor’s Degree in Sciences, Engineering or related field, preferred with Life Sciences focus; and/or one to two years related experience- Professional experience in the field of technical product support, or equivalent combination of education and work experience- Life science industry experience is considered an advantage
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
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