Job description
Overview:
Responsibilities:
Company Description:
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Key Words: #LI-Remote
Waters Corporation's Services Organization is comprised of highly skilled, motivated and customer focused professionals that are technical experts on Waters’ product suite. As a Technical Service Specialist working for an industry leader, you'll join a team of specialists in our North America Expert Center that are committed to ensuring Waters’ world renowned service for our customers who utilize our scientific instrumentation and software. In this role, you'll have the opportunity to provide technical expertise on Waters' innovative product suite (LC, LC/MS, HPLC/UPLC, SFC) for multiple customer laboratories spanning across the Pharmaceutical & Life Sciences, Chemical Materials, Clinical, Food, Environmental, Forensics, Academia and Government industries.
This position may be based in Milford, MA or be home based dependent on candidate experience and location of applicant.
Responsibilities:
- Assist customers by delivering remote-first, digital-first technical support to help increase remote fix rate for LC instruments and Empower and Breeze software platforms
- If an issue is unable to be resolved remotely, troubleshoot to determine root cause, and provide necessary part numbers and details prior to requesting a Field Service Specialist
- Establish and maintain collaborative relationships with external and internal customers ensuring their success
- Provide detailed documentation of customer interactions within the corporate call tracking software
- Maintain sound knowledge regarding the technology and relationship to the customers' application demands
- Actively participate in training, on site visits, remote training and other opportunities to advance technical skills
- Identify sales opportunities and provide leads to the sales organization
- Utilize remote tools to resolve customer issues efficiently
- Contribute knowledge from customer interactions in the Waters Knowledge Base
- Must comply with current ISO 9001/13485 process requirements both on phone support and in the field.
- Ability to travel to customer locations several times a year and the ability for remote employees to spend 6 weeks at the Milford, MA location for training
- Spanish speaking is a plus
Education:
- BS/BA in Chemistry or Biology, engineering or other science related field preferred,. Will also consider applications with equivalent experience, training and education.
- Spanish and/or Portuguese language is a plus
Experience:
- 3–5 years of experience with Waters LC Instrumentation and Software or equivalent laboratory experience
- System Administrator and Empower Enterprise experience highly preferred
- This position has remote possibilities for the right individual and experience level
- Must have the ability to work independently and with a team
Skills:
- Must possess a strong customer focus, teamwork, and work ethic
- Individual must possess excellent interpersonal and organizational skills
- Analytical mindset and strong drive to resolve open issues
- Effective system-level approach to problem-solving
- Ability to communicate with different expertise levels appropriately and adaptability for change to meet customers’ needs
- A personal sense of integrity, trust, and transparency
- Excellent verbal and written communication skills
- Effective time management skills
- Spanish speaking is a plus
Company Description:
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.
Key Words: #LI-Remote
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