Clinical Technical Specialist

In this role, you will be supporting all aspects of our clinical market segment, including both liquid chromatography (LC) and mass spectrometry (MS) products. The Clinical Technical Specialist will primarily provide on-site support to our Clinical Diagnostics, Forensic and Toxicology and newborn screening customers in person across the region as well as remotely when required. In addition, the Clinical Technical Specialist will follow our complaint handling process for Waters Clinical product offerings, ensuring a high level of compliance. 

In short we want you to be the person our customers are always happy to see. 

This position is based in Kuala Lumpur, Malaysia, and will require occasional travel across the SEA region.  The successful candidate will be welcomed into our APAC regional customer success organization; both contributing to and being supported by a pool of experts. 

• The main responsibility of this role is ensuring the success of our clinical laboratory customers in Malaysia and the SEA region by providing LC-MS applications and hardware service support.  Strong candidates possessing only hardware service or LC-MS applications will also be considered. 

   The successful candidate will have to manage and deliver on customer demands including 

  • Take responsibility for the success of our clinical laboratory customers in Malaysia and SEA, by providing and executing plans to resolve customer issues, owning escalations, and providing solutions. 
  • Ensure rapid response to diagnostic customers, ensuring their uptime and delivery of patient results.  
  • Ensure customer support work is properly recorded within our customer interaction system.  
  • Manage new installations and coordinate with third party suppliers for laboratory construction/refurbishment as required. 

   

  The ideal candidate will already be familiar with many of the analytical methods in use in these labs currently as well as the LC-MS hardware.  We will still consider strong candidates from service or applications background and provide necessary development. 

  The individual is also expected on occasion, to provide support for the sales of equipment, consumables and services through 

  • Joint visits with the sales team to prospects 
  • Supporting product demonstrations where required 
  • Providing clear plans and lists of equipment, reagents and consumables required to implement analyses at prospective customer sites in conjunction with the broader APAC team 

   

• A degree in Biochemistry, Chemistry, Physics, Engineering or similar, a post graduate degree is a clear advantage 

• At least 5 years UPLC-MSMS service and/or applications experience, although the more experience the better.   

• Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation 

• Previous experience using LC/MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred 

• Must possess a strong customer focus  

• Strong communication skills, ability to communicate effectively to a diverse audience with specific customer needs 

• Result oriented with a balance of excellent team cooperation 

• Personal sense of integrity 

Nobody is perfect, but here are some competencies that we value in the team and will provide distinction for a candidate. 

• Previous experience using LC/MS instrumentation (preferably Waters) in clinical, forensics, hospital or IVD lab setting 

• Both service and applications experience 

• Experience with Waters Empower software 

• HRMS experience 

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.