Informatics Service Engineer I

We are currently seeking an Informatics Professional Service (IPS) Specialist who will provide high level consultation support to customers in the area of informatics, including Enterprise systems and chromatography data systems (CDS).

• Actively be involved with the APAC Professional Service team and Application leaders in the region to define the next customer training generation (Outcome-Based Informatics Professional Services) and help in deploying novel concepts in the subsidiaries.

• Provide consultancy service to customers that focuses to deploy their applications and methods in the most efficient and effective manner.
• Consultation services can include assistance with the Laboratory Management System (LMS); activities include workflow analysis, optimizing efficiency gains by automating paper-based processes and providing services for performance monitoring of systems.
• Consultation services can include assistance with the Chromatography Data System (CDS) or Scientific Information System (SIS) implementation; activities include workflow analysis, method transfer and development of custom fields and/or calculations.
• Consultation services can include assistance with business analytics products; activities include data extraction from Empower networks, compile asset management data, create/deliver reports for customers to make sound business decisions.
• Support the execution of Computer Systems Validation (CSV) projects in the entire APAC region.
• Manage customer expectations, by communicating work performed and providing follow up plan if needed.
• Maintain sound knowledge regarding the technology and customers' application demands.
• Provide direction and support to the team to move Informatics Professional Services from a support centre to a profit centre in the various market segment in APAC region.
• Lead through collaboration with APAC country application teams with strong focus on the emerging Markets, especially the Pharmaceutical market segment and other markets in the near future. Take a lead in the deployment of newly released products and develop a strategy to transfer the knowledge to the local teams.
• Work closely with the Waters Global Service teams in APAC countries and IPMs (Installation Project Managers) to guarantee an outstanding customer experience from purchase to recommendation.
• Lead complex escalations with local team and liaise with quality department to ensure rapid issue resolution and communication to the field.

Education:

• Bachelor’s degree in Computer Science/IT required; MA/MS/PhD or other advanced degree preferred

Experience:

• Minimum of 10 years industry experience with 5 years on laboratory informatics for LC, LC/MS, HPLC/UPLC, SFC, Informatics
• Possess strong Waters Empower Enterprise and NuGenesis LMS knowledge and skills
• Understanding of the scientific application workflow (how they interface with the instruments, how the data is structured either on a network or local computer) along with the scientific software systems (CDS, SDMS, LIM, ELN)
• Experience with Oracle databases and database administration
• Expertise in operating platforms such as Microsoft Windows, UNIX, Sun Solaris, IBM AIX
• Experience supporting scientific application software in an enterprise-wide environment
• Expertise with one of the following languages: C#, Visual Basic, Visual Studio.NET, Visual Basic for Applications, JAVA, or SQL/plus
• Industry knowledge of GLP, GMP, GxP guidelines, FDA ‘s 21 CFR part 11 and Computer Systems Validation (CSV) in a regulated environment

Competencies:

• Must possess a strong collaborative customer focus
• Good understanding of technology, industry environment and the sales process
• Good troubleshooting skills and ability to solve technical issues independently
• Interpersonal savvy, communicate with different expertise levels appropriately and change your approach to meet customers’ needs
• Personal sense of integrity and trust
• Effective time management skills
• Analytical mindset with a strong drive to resolve open issues
• Excellent verbal and written communication skills
• Ability to speak Japanese or Korean language to communicate with regional customers is of advantage

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 over 60 years. With approximately 8,000 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.