Overview:
Experienced HPLC / MS Specialist with strong expertise in advanced technical troubleshooting, escalation management, remote issue resolution, and customer support excellence. Skilled in collaborating with cross-functional teams, guiding field engineers, and delivering rapid solutions to complex technical issues while ensuring high customer satisfaction and world-class service standards.
Responsibilities:
- Manage the customer journey from the logging of a corrective call to successful completion, setting expectations and delivering an exceptional customer experience throughout.
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Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximise customer satisfaction.
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Manage complex technical escalations and customer issues.
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Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
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Practice commercial awareness to position billable and plan solutions to our customer to drive their success.
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Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
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Maintain Customer call tracking database in accordance with Company Policy.
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Drive internal and Customer KPI's to best in class standard.
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Anticipated up to 20% on customer sites delivering services to maintain hand on skills
Qualifications:
- #1 Bachelor or Masters in Electronics / Instrumentation / Chemistry
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#2 Min 8+ years of work experience in Analytical Instrumentation & Customer Support.
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#3 Knowledge & working experience with Waters Empower Software & LC/MS Products preferred.
Company Description:
Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.
