Principal Escalations and Expert Centre Specialist

Join our Escalation & Expert Centre team to deliver swift, expert resolutions to challenging customer issues—often achieving results remotely and eliminating the need for on-site visits. You'll collaborate with a skilled, mission-driven team that values innovation and consistently delivers exceptional service at every interaction.

As the Escalation and Expert Centre Specialist, you will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face; they embody the Waters corporate identity in appearance, demeanour, values and ethics. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. They have a strong positive influence on our internal and external customers and provide an exceptional customer experience to them at every touch point.

Role & Responsibilities :

• Manage Level 2 Hardware Escalations for Waters - India.
• Manage incoming Web Requests, email and phone lines for technical queries.
• 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.
• Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely.
• Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
• Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’.
• Provide customers with high quality technical advice and direction, working closely and acting as a point person with Waters Global Service Support [GSS].
• 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 hand on skills.

Successful candidate is likely to have the following competencies:

• Education to a minimum of Degree level in Chemistry/Biochemistry/Electronics
• Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3 years)
• Knowledge of HPLC & MS qualification procedures
• Good communication skills both written and verbal, and enjoy personal interaction and relationship building 
• Calm under pressure and the ability to prioritize workload
• Impeccable customer skills with a high level of attentiveness and empathy
• Highly organized with good time management skills and a can-do attitude
• Strong problem-solving skills and the ability to think innovatively and outside the box
• An ability to negotiate both internally and externally with various stakeholders including customers
• An accomplished Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures
• Desire to expand knowledge, learn, grow and develop in a fast-moving business environment
• An early adopter and someone who embraces and advocates new technologies
• Willingness to travel up to 25% of the time.

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science. 

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.