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.
•Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximise customer satisfaction.
•Manage complex technical escalations and customer issues.
•Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
•Practice commercial awareness to position billable and plan solutions to our customer to drive their success.
•Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
•Maintain Customer call tracking database in accordance with Company Policy.
•Drive internal and Customer KPI's to best in class standard.
•Anticipated up to 20% on customer sites delivering services to maintain hands-on skills.
Qualifications
•Bachelor or Masters in Electronics / Instrumentation / Chemistry.
•Min 8+ years of work experience in Analytical Instrumentation & Customer Support.
•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, their innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. They 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, their team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.
