• Provide real time support to the Global Field Clinical Service force on Waters Clinical diagnostics products specifically High Res Mass Spec, computer-based systems and application specific modules. Primary contact is via telephone or email. Establish and maintain an effective relationship with the field organization with a focus on achieving a consistently high level of customer satisfaction.
• Provide technical service training on new and existing High Resolution and Quad MS products to new hire personnel, Field Service and internal support personnel.
• Evaluate and recommend special tools and test equipment. Instruct service personnel in use of tools and equipment.
• Coordinate and input product related issues to Quality organization and Product Management. Document service procedures and technical service notes.
• Document calls handled. Complete follow up system transactions.
• Plans, designs, implements and evaluates service training programs. Coordinates and completes product training package.
• Plans, coordinators and evaluates service policy for new products in conjunction with Customer Assurance Product Management. This includes defining spare parts, service procedures, service manuals. Maintenance requirements, warranty and validation requirements.
• In conjunction with the Service, Support and Development Director/Manager, design and implement programs to maximize the quality of the support services provided to the Clinical Field Organization.
• Test and evaluate customer instruments as required within the scope of Service Support.
• Works across multiple departments, disciplines, or teams.
• Lead project teams in support of product or customer related concerns.
• Participate in new product projects, i.e., training, spare parts activities, identification and use of specialized tools by using defined Quality process, etc.
• Visit customer sites to perform system installation, troubleshooting and resolution.

• Serve as a top technical advisor to Clinical Field Service, internal support teams and problem resolution teams.
• Extensive knowledge of area of product responsibility including hardware, software, time of flight/high resolution MS technologies and customer application.
• Provide technical mentor guidance to other members of the service support team with respect to the technical and business requirements for new products.
• Recommend and evaluate new service/support approaches and technologies that would benefit our field engineers and/or customers.
• Take full responsibility for specific department activities, such as technical, database management, information management, specialized product management for service, etc
• In conjunction with the Manager/Director Clinical Global Service, Support and Development - develop comprehensive plan for Field Engineering on High Resolution Mass Spec Systems. Review Service Support Plans and training program.
• Meet routinely with Support Engineers in assigned team for such issues as Service Call Review, review products coming to market, documentation review, etc.
• Develop understanding of call management process.

• 
  BSc degree in related technology or equivalent experience.
• At least 10 years’ experience in the industry especially in High Resolution Mass Spec technologies
• Proven extensive experience with Waters’ products and clinical applications or related industry experience.
• Prior customer related or field related experience is beneficial in this role.
• Demonstrated interpersonal skills in a customer related field.
• Polished written, verbal communication skills and presentation skills.
• Demonstrated organizational skills, able to handle multiple tasks simultaneously.
• Excellent telephone, problem solving, analytical and listening skills.
• Demonstrable leadership skills
• Computer skills. Word processing, Spreadsheets, email, and corporate business solutions. (i.e. SAP)
• New Product process experience
• Travel required into Field organization- 10-15%
• Proven track record of leading teams which may include cross functional teams.
• Leadership Skills including the ability to chair & program meetings, influence stakeholder, communicate and work effectively across the wider organization

Authorities:

• To drive hire cars when necessary while on company business.
• To use a company credit card when on company business.
• Log calls using the appropriate system.
• Issuing documents to be used during installations, service visits and training in collaboration with the User Experience Customer Satisfaction Group.
• May conduct appraisals

Key Skills:

• IVD and Medical Device Project Management
• Continuous Process Improvement
• Deep understanding of Waters’ clinical products specifically High Resolution Mass Spectrometer Technology
• Clear communicator
• Strong interpersonal skills
• Effective collaboration & networking skills