Technical Product Manager

Eppendorf; Enfield (CT); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Competitive base salary

Bonus eligibility

Health benefits

Educational benefits

Global travel opportunities

Job summary

Eppendorf in Enfield, CT is seeking an experienced Senior Technical Trainer to drive technical excellence and service effectiveness for designated product lines. You will lead top-tier technical support, guide resolution plans, and perform on-site visits for challenging cases.

You will design and update training for customers, third-party providers, and internal staff, ensuring latest practices and compliance.

Qualifications

• Bachelor's degree in sciences, engineering or related field with 3–5 years of related technical product support experience.
• Deep technical understanding of complex instruments or systems with troubleshooting and CAPA capability.
• Experience providing high-level technical support to customers, including acting as SME and escalation point.
• Strong training and communication skills, able to design and deliver technical training.
• Ability to manage cross-functional projects and travel internationally when needed.

Responsibilities

• Drive the technical excellence and service effectiveness of designated product lines, acting as the key person and senior technical trainer.
• Lead top tier technical support, create resolution plans addressing product issues and customer needs, including on-site visits.
• Design, deliver and update technical training for customers, third-party providers and internal staff.
• Plan and implement design changes, recalls and retrofits with cross-functional coordination and documentation.
• Champion compliance with quality systems, initiate CAPAs, manage quality records and third-party service evaluation.
• Create, review and approve technical documentation for ENA markets, mentoring staff.

Education

Bachelor's degree in sciences, engineering or related field

Job description

• 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.

How You Can Make An Impact

• 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.

What sets you apart

• 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.

What We Offer

• 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.