Service Dispatch Scheduler

Eppendorf AG; Enfield (CT); On-site; Full time

Job summary

An established industry player is seeking a motivated individual to join their team in a dynamic role focused on enhancing customer satisfaction. This position involves managing service requests, scheduling, and communication with various stakeholders to ensure seamless operations. The company offers a collaborative environment where your contributions directly impact business success. If you are driven by technical challenges and have a passion for service excellence, this opportunity could be your next career move. Join a leading Life Sciences company and help improve living conditions globally.

Benefits

Health Benefits

Financial Benefits

Education Benefits

Competitive Total Rewards Package

Qualifications

• 2 to 5 years of experience in service, logistics, or manufacturing.
• Understanding of key customer satisfaction drivers.

Responsibilities

• Create and monitor service tickets in the CRM system.
• Schedule Field Service Engineer workload and manage customer communications.
• Assist in maintaining FSE schedules to meet customer demands.

Skills

Customer Service

Communication Skills

Service Management

Logistics Coordination

Education

Associate’s Degree in Business, Science, Marketing or Communications

Tools

CRM System

Job description

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With around 5,000 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to take responsibility and help to make a difference in an experienced international company? Exciting tasks combined with a positive and affirmative working environment await you at Eppendorf. You are also motivated by technical challenges? Then apply now!

Responsibilities

• Create service ticket in the CRM system if one has not already been created via Tech Support.
• Monitor and proactively follow up on open tickets, scheduling requests, and open service activities.
• Process requests from internal Tech Support and/or Customers via phone or emails for customers needing on-site service.
• Schedule all Field Service Engineer workload for their assigned regions.
• Develop and maintain clear and concise communications with end user customers, Area Service Managers, Field Service (FSE) employees, and other internal Eppendorf stakeholders.
• Assist FSE and ASM’s as required with management of call assignments, including rescheduling and re-dispatching tickets, to ensure the best response time and customer satisfaction; this includes adherence to any requirements for Service Level Agreements.
• Assist in maintaining a master schedule of FSE Training, Vacation, personal time off (PTO) days to ensure sufficient FSE resources are available to match the customer demands.
• Communicate with customers to ensure equipment delivery, 3rd party set-up personnel, and FSEs are coordinated to ensure high levels of customer satisfaction.
• Follow-up with billable customers on POs or payments.

Your expertise

• Associate’s Degree in Business, Science, Marketing or Communications and/or 2 to 5 years of related experience in service, logistics or manufacturing.
• Experience in business relevant service and administrative tasks; understanding of key customer satisfaction drivers.

Your benefits at Eppendorf

• Compensation - $24.00 - $28.00/hr.
• Competitive total rewards package including health, financial, and education benefits.
• Direct impact on business.

Please note that we can only consider applications that are submitted online via our application management tool.