Back Office Manager
Your challenges Over sees day-to-day operations of Eppendorf's Service Back-Office to ensure customers receive a high level of satisfaction with their service interaction throughout the process of scheduling a service event, from first contact with Eppendorf, until the incident is closed and invoiced.
Manage the team of Service Schedulers/Dispatchers which will have daily interactions with customers, field service personnel, ASDs (Area Service Directors), Technical Support personnel, logistics personnel, Service invoicing personnel, and potential sales reps as well.
Manage the team of Technical Product Specialist to ensure a high level of support for internal and external customer support request.
Monitor volume, age, and type of request to drive timely resolution or escalation.
Ensure that the field service personnel are utilized effectively and efficiently in order to meet the needs of our Eppendorf customer as well as balancing the costs of the business Manage the commercial aspects of the service organization including collecting customer POs for service requested and invoicing the customer upon completion of the service event.
Create, manage and provide on-going support for the reporting of service KPIs, measurements and reporting at a national, regional and individual level.
Creation and maintain Standard Operatiion Producdures (SOP) pertaining to Dispatch and Service Operations Admin.
Maintain the Merck/Ancillare/IDEXX Global Programs.
Handle essential tasks as assigned and respond to change productivity Review and signature of customer Master Service Agreements (MSA), Service Terms & Conditions, SOWs pertaining to service and Service Quality Agreements.
Monitoring and providing access to service employees to Eppendorf-support.
com through Typo3 The monitoring and investigations for the approval/rejection process of Warranty Change requests with e365 Establish an enhanced relationship between Eppendorf customers and Customer Service Participate in critical negotiations with customers Your expertise Good knowledge of the life science industry (competition, service products & business models, customer segments) considered ideal A Bachelors Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing.
Proven leadership qualities Good business acumen Networking skills (internal and external) Motivational and coaching skills Excellent English skills Systematic, analytical and structured approach of challenges Goal-oriented Persuasiveness and assertiveness (also in complex matrix organizations) Readiness to take on responsibility, 'can-do' attitude Excellent communication skills Quality driven Ability to travel domestically and/or internationally up to 10% Your benefits at EppendorfoCompetitive total rewards package including health, financial, and education benefitsoInnovative and Collaborative corporate cultureoContribute to improving the human living conditionoDirect impact on business Recommended Skills Analytical Attention To Detail Biology Coaching And Mentoring Commercial Awareness Communication Estimated Salary: $20 to $28 per hour based on qualifications.
Manage the team of Service Schedulers/Dispatchers which will have daily interactions with customers, field service personnel, ASDs (Area Service Directors), Technical Support personnel, logistics personnel, Service invoicing personnel, and potential sales reps as well.
Manage the team of Technical Product Specialist to ensure a high level of support for internal and external customer support request.
Monitor volume, age, and type of request to drive timely resolution or escalation.
Ensure that the field service personnel are utilized effectively and efficiently in order to meet the needs of our Eppendorf customer as well as balancing the costs of the business Manage the commercial aspects of the service organization including collecting customer POs for service requested and invoicing the customer upon completion of the service event.
Create, manage and provide on-going support for the reporting of service KPIs, measurements and reporting at a national, regional and individual level.
Creation and maintain Standard Operatiion Producdures (SOP) pertaining to Dispatch and Service Operations Admin.
Maintain the Merck/Ancillare/IDEXX Global Programs.
Handle essential tasks as assigned and respond to change productivity Review and signature of customer Master Service Agreements (MSA), Service Terms & Conditions, SOWs pertaining to service and Service Quality Agreements.
Monitoring and providing access to service employees to Eppendorf-support.
com through Typo3 The monitoring and investigations for the approval/rejection process of Warranty Change requests with e365 Establish an enhanced relationship between Eppendorf customers and Customer Service Participate in critical negotiations with customers Your expertise Good knowledge of the life science industry (competition, service products & business models, customer segments) considered ideal A Bachelors Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing.
Proven leadership qualities Good business acumen Networking skills (internal and external) Motivational and coaching skills Excellent English skills Systematic, analytical and structured approach of challenges Goal-oriented Persuasiveness and assertiveness (also in complex matrix organizations) Readiness to take on responsibility, 'can-do' attitude Excellent communication skills Quality driven Ability to travel domestically and/or internationally up to 10% Your benefits at EppendorfoCompetitive total rewards package including health, financial, and education benefitsoInnovative and Collaborative corporate cultureoContribute to improving the human living conditionoDirect impact on business Recommended Skills Analytical Attention To Detail Biology Coaching And Mentoring Commercial Awareness Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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