Your challenges:
Complete assigned service jobs, including pre-delivery checks, preventative maintenance, repairs and installation requests in a professional and efficient manner to help maintain high levels of customer satisfaction and achieve the revenue budget.
Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner and as per departmental guidelines/objectives
Maintain daily communications with customers and internal staff to ensure resolution and proper follow-up, leading to customer satisfaction and professionalism
Maintain tools and test equipment properly and ensure they are calibrated
Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
Explore alternatives to improve the effectiveness of department methods and procedures
Identify sales opportunities and communicate them to sales team
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps to Service Manager, providing solutions when possible
Liaise with Customer Service to submit warranty claims for products via the Eppendorf RMA process and maintain records.
Operate in a safe manner, observing Eppendorf's commitment to work health and safety and actively minimising risks.
Travel interstate and overseas as workload requires
Other duties as requested from time to time to support the company.
Your expertise:
Bachelor Degree in Engineering Science, Electronic Engineering or related subject is considered an advantage.
More than 3 years of experience in Ultra centrifuge and Hi speed centrifuge services
Demonstrated ability to collaborate effectively across different parts of an organisation.
Demonstrated ability to solve problems and take initiative.
Ability to solve practical problems and deal with a variety of variables
Good communication skills
Problem solving skills
Basic English skills
Ability to multi-task and operate under pressure
Team player
Able to travel when required
Full-time position