Come and join our Service department in Italy !
How you can make an impact
As Technical Services Manager, you help ensure high-quality customer service and contribute to customer satisfaction, service revenue and business growth. Working closely with internal stakeholders, customers and third-party service partners, you coordinate service activities and support the continuous development of our local service organisation.
- Support the Service Manager South West in aligning the local service organisation with Eppendorf’s EMEA service strategy.
- Contribute to the expansion and further development of Eppendorf’s service business.
- Coordinate installations, calibrations, repairs, maintenance and training to ensure that customer requirements are met.
- Build and maintain effective working partnerships with third-party service providers and drive continuous improvement in service delivery.
- Manage customer escalations and complaints in a timely, professional and customer-focused manner.
- Use E365 Dynamics and SAP for service coordination, case management, reporting and administrative control.
- Identify service issues and trends, communicate action plans clearly and support quality, compliance and continuous improvement initiatives.
What sets you apart
- You have a degree in engineering, business administration or a related discipline, or equivalent relevant professional experience.
- You bring ideally 5 to 7 years of experience in service coordination, service operations or customer support.
- Experience in the life sciences industry is advantageous, particularly knowledge of service products, business models, customer segments or competitors.
- You have a good understanding of financial principles and business-relevant key performance indicators.
- Knowledge of Lean and Kaizen methodologies enables you to contribute to continuous improvement activities.
- Experience with E365 Dynamics and SAP is essential; you are also proficient in Microsoft Office and standard business applications.
- You communicate clearly, build trust with customers and stakeholders, manage several priorities effectively and remain committed to developing your technical knowledge of Eppendorf equipment and service processes.
What we offer
- Purpose and impact. At Eppendorf, you work on solutions that help improve people’s lives around the world.
- Your contribution matters. In this role, you play an important part in delivering reliable service solutions for customers and supporting the continued growth and development of our service organisation.
- Learning that moves you forward. With the Eppendorf Academy, digital learning platforms, language courses, workshops, community formats, coaching and development programs, you can grow continuously – both professionally and personally.
Skills Required
- Degree in engineering, business administration, or a related discipline, or equivalent relevant professional experience
- Ideally 5 to 7 years of experience in service coordination, service operations, or customer support
- Experience with Microsoft Dynamics 365 and SAP
- Proficiency in Microsoft Office and standard business applications
- Understanding of financial principles and business-relevant key performance indicators
- Knowledge of Lean and Kaizen methodologies
- Clear communication, stakeholder relationship-building, prioritization, and customer-focused escalation management
- Life sciences industry experience
- Willingness to develop technical knowledge of Eppendorf equipment and service processes
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
