Drive the technical excellence and service effectiveness of designated product lines, acting as the “key person” and senior technical trainer to improve customer satisfaction and achieve service and financial objectives.
Build and maintain the highest level of system technical expertise, leading the top tier of technical support to create resolution plans that address both product issues and customer needs, including on‑site visits for the most challenging cases.
Design, deliver and continuously update technical training for customers, third‑party service providers and internal employees, ensuring trainees receive the latest information and best practices, and using formal and informal communications to strengthen technical performance.
Plan and implement divisional or globally directed design changes, recalls, updates and retrofits, coordinating cross‑functional project management and documentation to ensure product compliance, customer satisfaction and clear evidence for audits.
Champion compliance with the Eppendorf Quality Management System for your product lines, including initiating CAPAs, assessing third‑party service quality, handling nonconformities, managing quality records and leading third‑party service evaluation programs.
Create, review and approve technical documentation for ENA markets in alignment with divisional standards, ensuring clarity, accuracy and timely distribution, while mentoring Technical Product Specialists, Technical Product Representatives and other technical support personnel.
Bringing a bachelor’s degree in sciences, engineering or a related field and approximately three to five years of related experience in technical product support – or an equivalent combination of education and professional experience.
Deep technical understanding of complex instruments or systems, with proven ability to troubleshoot, define root causes and develop effective corrective and preventive action plans.
Experience providing high‑level technical support to internal and external customers, including the confidence to serve as a subject‑matter expert and escalation point.
Strong training and communication skills: you can design and deliver technical training, explain complex topics clearly and adapt your approach to technicians, service partners, sales colleagues and customers.
Demonstrated ability to manage cross‑functional projects such as design changes, recalls and retrofits, coordinating stakeholders across Service, Quality, Marketing and global/divisional teams..
A collaborative, mentoring mindset and willingness to travel (including internationally when needed) to provide training, resolve critical issues and support global alignment on product topics.
We value your expertise. A competitive compensation package with an annual base salary of $75,000-$85,000 and bonus eligibility that reflects your critical role in product performance, customer satisfaction and service quality.
Purpose and impact. You help ensure that advanced life science instruments perform reliably in the field, directly supporting customers in research and production environments.
Comprehensive benefits. A competitive total rewards package, including health, financial and education benefits, supports you in different stages of life.
Technical and professional growth. Extensive opportunities to deepen your technical knowledge, expand your skills in quality and project management, and grow into broader leadership or global roles.
Global collaboration. Close cooperation with divisional and global service teams, as well as international travel for training and alignment, in a truly international environment.
Shaping how we work. The chance to influence service standards, training concepts and quality processes for key product lines across ENA and ECL.
Skills Required
- Bachelor's degree in science, engineering, or a related field, or equivalent education and professional experience
- Approximately three to five years of related technical product support experience
- Deep technical understanding of complex instruments or systems
- Ability to troubleshoot, identify root causes, and develop corrective and preventive action plans
- Experience providing high-level technical support to internal and external customers
- Ability to serve as a subject-matter expert and escalation point
- Strong technical training and communication skills
- Ability to design and deliver training for technicians, service partners, sales colleagues, and customers
- Experience managing cross-functional projects such as design changes, recalls, and retrofits
- Ability to coordinate stakeholders across Service, Quality, Marketing, and global or divisional teams
- Collaborative and mentoring mindset
- Willingness to travel, including internationally when needed
What We Do
Eppendorf is a leading life science company that develops and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide. Its product range includes pipettes and automated pipetting systems, dispensers, centrifuges, mixers, spectrometers, and DNA amplification equipment as well as ultra-low temperature freezers, fermentors, bioreactors, CO2 incubators, shakers, and cell manipulation systems. Consumables such as pipette tips, test tubes, microtiter plates, and disposable bioreactors complement the range of highest-quality premium products. Eppendorf products are most broadly used in academic and commercial research laboratories, e.g., in companies from the pharmaceutical and biotechnological as well as the chemical and food industries. They are also aimed at clinical and environmental analysis laboratories, forensics, and industrial laboratories performing process analysis, production, and quality assurance. Eppendorf was founded in Hamburg, Germany in 1945 and has about 5000 employees worldwide. The company has subsidiaries in 33 countries and is represented in all other markets by distributors. Imprint: www.eppendorf.com/imprint
