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Location: Bengaluru
Company: Eppendorf
How you can make an impact
You will ensure that laboratory equipment operates reliably, safely and efficiently at customer sites. Through professional installation, responsive service, preventive maintenance and strong customer engagement, you will support high-quality scientific work and contribute to long-term customer partnerships and business growth.
- You will install standard laboratory equipment at customer sites in accordance with defined technical procedures and quality requirements.
- Install speciality laboratory instruments, ensuring correct setup, configuration and operational readiness.
- Perform commissioning activities and provide a clear handover to customers after installation.
- Attend breakdown service calls for speciality instruments, diagnose faults and implement appropriate corrective actions.
- Perform preventive maintenance and periodic servicing of speciality laboratory instruments, ensuring reliable operation and minimised downtime.
- Diagnose equipment issues systematically, identify root causes and recommend sustainable technical solutions.
- Carry out pipette repair activities, including inspection, troubleshooting, disassembly, assembly and functional verification as required.
- Perform pipette calibration and maintain accurate calibration records and reports.
- Generate service revenue through billable service activities, annual maintenance contracts and other service offerings.
- Support timely payment collection for service activities in coordination with the Sales team, finance team and other internal stakeholders.
- Manage revenue performance for the assigned territory and maintain visibility of open opportunities, pending invoices and service commitments.
- Manage customer complaints promptly, coordinate resolution activities and ensure timely follow-up until closure.
- Maintain clear, professional and timely communication with customers regarding service requests, action plans, visit schedules, reports, proposals and pending activities.
- Prepare and send service and annual maintenance contract proposals in coordination with the relevant internal teams.
- Conduct customer presentations, product or service discussions and technical interactions as required.
- Work closely with the Branch Sales Manager to identify service opportunities, support customer retention and contribute to business growth.
- Share relevant market feedback with management, including customer requirements, competitor activity, product observations and emerging service opportunities.
- Maintain accurate records of installations, breakdown calls, maintenance visits, pipette repairs, calibration activities, complaints, proposals and customer interactions in the CRM system.
- Prepare and submit service reports, installation reports, maintenance records and other required documentation accurately and on time.
- Follow company quality, safety, compliance, documentation and reporting standards in all service activities.
What sets you apart
- B.E. or B.Tech in Electronics, Biomedical Engineering, Instrumentation Engineering or a related technical discipline.
- Minimum 2 – 4 years of experience in the installation, servicing, maintenance or calibration of laboratory equipment is required.
- Practical understanding of standard and specialty laboratory equipment, including installation, commissioning, troubleshooting and preventive maintenance.
- Experience or knowledge of pipette repair and calibration will be an advantage.
- Strong diagnostic and problem-solving skills, with a structured approach to identifying equipment faults and resolving customer issues.
- Ability to manage service calls, maintenance schedules, customer complaints and territory priorities in an organised manner.
- Customer-focused approach with the ability to build trust and maintain strong professional relationships.
- Good communication and presentation skills, with the confidence to explain technical matters to customers and internal stakeholders.
- Commercial awareness and the ability to identify service revenue, maintenance contract and calibration opportunities.
- Ability to coordinate professionally with customers, Sales, Branch teams, finance teams and management.
- Strong ownership of payment follow-up, complaint closure, documentation and service commitments.
- Willingness to travel to customer locations as required.
- Basic working knowledge of CRM applications and Microsoft Office, including Word, Excel, PowerPoint and Outlook.
- Ability to collect, interpret and communicate market feedback relevant to customer needs and service business opportunities.
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