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Perform service efficiently and effectively on instruments and equipment as requested or initiated. This includes but is not limited to installation, operator training, preventive maintenance, testing, inspecting, troubleshooting, adjustments, calibrations, alignments and part replacement.
Adheres to service manuals, technical procedures and direction while properly documenting and managing work activity, time recording, billing and quality documents in-house, on site at customer facilities or over the phone as required.
Delivers high quality, customer centric service to improve service outcomes and drive a high level of customer satisfaction through exhibiting both excellent technical and customer skills.
Demonstrates a positive can-do professional image and attitude in front of customers and colleagues always.
Communicates status and expectations in both written and verbal formats in clear, complete, concise manner at frequent or as requested intervals.
Exhibits excellent proactive pre- call planning and follow up skills.
Establish and maintain a high degree of technical knowledge pertaining to service activities described.
Acts as a trusted advisor to Eppendorf customers, by understanding the customer's issues and recommending solutions which provides a positive customer experience and satisfies the customer's requirements..
Participates in generating cross-selling leads to product sales colleagues to promote equipment sales growth.
Responsible for inventory management of spare parts.
Maintains and re-orders suitable inventory and complies with all the company's inventory control policies, procedures, rules and regulations.
Routinely requires extensive or overnight travel on short notice within or sometimes beyond defined territory or routine business hours to support customer and/or ENA and Eppendorf Service needs.
The ability to travel by commercial airlines is required. States covered are Washington, Oregon, Idaho, Montana, and Alaska. Adheres to universal safety precautions as required by Eppendorf North America and all other requirements mandated by clientele.
Properly documents and manages all work activity, including: input to the CRM system, inventory management, time management, billing and quality related activities.
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Associates degree (A.A.) or equivalent from a two-year college or technical school or equivalent military training, and 2+ years' related experience and/or training.
Valid driver's license required and good driving record.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, reach with hands and arms, and taste or smell. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds and occasionally up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
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Competitive total rewards package including health, financial, and education benefits
Company vehicle, gas card, liability insurance
Direct impact on business