Waters Corporation

  • CDS Expert-Center Specialist

    System ID
    Company Name
    Waters Division
    Professional Services
    Job Locations
    DE-Frankfurt | DE-Cologne | DE-Hamburg | DE-Dortmund | DE-Bremen
    Employment Type
    Regular Full-Time
    Job Location : Country (Full Name)
  • Company Description

    For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 5,000 employees and is represented in 85 countries around the world.



    Waters Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 


    The CDS Expert-Center Specialist is the key contact for the Service & Support of Waters CDS Informatics products (Empower). A person in this position acts as the infield technical expert for all aspects of proper handling our Empower Expert-Center – so customer calls and requests - and as the lead to assign the right & needed internal resource to satisfy our customer´s expectations. The CDS Expert-Center Specialist provides advanced level Empower technical support to customers.  The position requires a combination of Laboratory-/Analytics workflows, IT and Informatics knowledge in addition to strong communications and time management skills.  The nature of this position implies a significant impact on sales opportunities while still maintaining a professional services focus.


    • Cover the Empower Expert-Center for Central Europe as the main task and work together with the team to satisfy customer expectations
    • Coordinate proper call-assignment to the right SME´s
    • Coordinate proper call maintenance and handle escalations based on defined processes
    • Provide advanced level post install technical support for customers including but not limited to the following tasks:

      • Diagnose and resolve Empower application anomalies

      • Provide assistance with customer application questions & requests

      • Provide assistance with customer deployment strategies and issues

      • Provide assistance with customers to proper administrate their systems

    • Participate regularly in network installations & upgrades to practice and get experienced on customer related scenarios
    • Coordinate between customers and Waters in-house technical staff to resolve product issues and evaluate product capabilities




    Required Education and Experience:


    • At least 3 years experience with the usage or support of networked laboratory Informatics software systems
    • At least 3 years experience supporting computer technologies and scientific software. Experience in regulated pharmaceutical busines would be a plus.
    • Experience or support of informatics products (preferred Waters) for at least 1 year


    Preferred Education and Experience:


    • Knowledge and experience with the usage and administration of multiple Waters Informatics Platforms
    • Recognized knowledge in one or more of the following technologies – Windows OS´s, Citrix, VMware, Windows networks/ActiveDirectory, or similar
    • Experience acting as a laboratory assistant using Analytical Instruments and familiar with Lab-Workflows and procedures as well as using different kind of Software-Platforms (CDS, LIMS, ELN & SDMS…)
    • Experience acting as a scientific technology consultant to companies with analytical laboratories
    • Experience providing technical information and software training in written, verbal, and presentation formats



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