Director of Service Operations f/m/d

Improving human living conditions – that is our shared purpose at Eppendorf. With our high-quality, precise premium life science products – from pipette tips, dispensers and centrifuges to bioreactors and ultra-low temperature freezers – we help scientists around the world conduct research in the lab faster, more accurately and more efficiently.

I listen to truly understand.
I lead the way, even when the path ahead is not yet clear.
I stand by what I say.
I make progress visible and share what I learn.

If this resonates with you, you are exactly who we are looking for.
You will work with people who combine different perspectives and make new things possible. You contribute your ideas, ask questions, challenge the status quo – and you will find an environment that empowers you and helps you grow. Because we believe in people who want to shape the future. People like you.

How you can make an impact

• Oversee the day‑to‑day operations of Eppendorf’s North American Service organization from our Enfield, CT office, ensuring a best‑in‑class customer experience through efficient management of service requests, optimized call routing, scheduling, dispatch and technical resource utilization.

• Provide hands‑on leadership for Service back‑office and commercial support teams – including Scheduling & Dispatch, Administration, Technical Product Teams and In‑House Repair & Calibration – setting clear priorities, coaching team members and driving collaboration.

• Own the end‑to‑end customer request workflow from creation through execution, completion and billing, establishing transparent communication, reporting and escalation processes that identify and implement operational improvements.

• Lead quality and continuous‑improvement efforts across the service lifecycle, addressing tactical challenges and guiding strategic enhancements in local workflows (Eppendorf NA) while interfacing with and escalating to global functions (Eppendorf SE) when needed.

• Take ownership of technical training programs for Eppendorf NA by defining requirements, reviewing content and overseeing the operational delivery of training to internal teams, customers and third‑party providers.

• Create, maintain and continually improve Service KPIs, Quality Standards and SOPs, ensuring regular reporting at national, regional and individual levels and enforcing CRM standards and best practices.

• Direct the operational and commercial management of key global programs (e.g., Merck/Ancillare/IDEXX), lead or support customer MSAs, Service T&Cs, SOWs and Service Quality Agreements, and participate in critical customer negotiations, including up to 20% domestic and international travel.

What sets you apart

• Bringing a bachelor’s degree in Business, Science, Marketing or Communications and/or 5–10 years of related experience in service, logistics or manufacturing, with proven leadership qualities.

• Good knowledge of the life science industry – including competitive landscape, service products and business models, and key customer segments – or the motivation to build this quickly.

• Strong business acumen: you understand how service operations, cost structures, pricing and contracts influence profitability and long‑term customer relationships.

• Experience with business‑relevant service and administrative processes, and a clear understanding of what drives customer satisfaction in a service environment.

• Excellent English skills and the ability to communicate clearly and convincingly with stakeholders at different levels, internally and externally.

• Strong networking skills that help you build and maintain relationships across functions, regions and with external partners.

• Motivational and coaching skills: you inspire your teams, provide constructive feedback, develop talent and foster a culture of accountability and continuous improvement.

What we offer

• We value your contribution. A competitive annual base salary in the range of $120,000–$130,000, plus a comprehensive bonus/commission structure.

• Strategic impact. A central leadership role in Enfield, CT, where you shape how Service Operations run across North America and influence customer satisfaction and business performance.

• Purpose and impact. You ensure that critical life science instruments and systems are supported reliably, directly enabling customers to advance research and improve lives.

• Comprehensive benefits. A competitive total rewards package, including health, financial and education benefits

What matters to us

At Eppendorf, we believe that science thrives on curiosity – and on many different perspectives.

Our Eppendorf team is as diverse as the questions asked across the life sciences. Different backgrounds and ways of thinking help us develop better solutions for research.

Come as you are, bring what makes you unique – and help us shape what diversity can make possible in science.

Please note that we can only consider applications submitted via our online application system.

We look forward to getting to know you.

If you have any further questions, please contact:

Whitney M Furey (contact person)

furey.w@eppendorf.com

Eppendorf. Collaborate on new ideas.