Waters Corporation

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Senior Service Support Specialist

Senior Service Support Specialist

System ID 
Company Name 
Waters Division
Administrative Support
Job Locations 
Employment Type 
Regular Full-Time
Job Location : Country (Full Name) 

More information about this job

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 6,500 employees and is represented in over 100 countries around the world.



The Senior Service Support Specialist role will be responsible for  driving the administrative efficiency of the service department. This is a dynamic opportunity with a hands on role to effectively contribute to service growth. 

The Senior Service Support role will ensure the highest customer satisfaction by timely response to customer requests and follow ups, support field engineers and work very close with all customer support involved departments. This individual will strike always a positive, and cooperative tone and attitude towards customers and colleagues. This role is to provide a highly professional and efficient service to our customers, to ensure customer expectations and service level agreement are met/exceeded. 

We pride the success of our Service Administration function on being able to recognize and deliver quality service for our customers and we are seeking a like minded individual to join us in this exciting role.



  • Timely and effective handling of customer enquiries and orders - providing pricing and preparation of service quotations. Exceed customer service level expectations (external & internal), working to agreed deadlines and a focus to finding solutions. 

  • Ensure customers Waters service plan contracts are processed timely and accurately.  

  • Coordinate daily activity to track location and movement of service inventory pertaining to Waters Service Contracts in South East Asia.

  • Provide reports to internal and external customers as required. 

  • Initiating and driving process improvement projects to increase efficiency of the department.  

  • Driving customer education revenue by coordinating internal/external training's. 

  • In future managing the performance maintenance planning process including ordering parts to complete the job. 

  • Effectively managing the Waters Service Hot-line.  

  • Creation and maintain daily, weekly and monthly statistics. 

  • Work closely with sales, logistics and finance team to support Waters Corporate Goals. 

  • Liaise with HR to enforce policies and procedures in a timely and consistent manner. 

  • Maintain high employee morale and consistent standards across the service organisation. 

  • Work closely with the service manager to implement strategic growth for service. 


  •  Previous experience in a customer service environment is essential, 3 years minimum.
  • Experience of working in a service/logistics background is desirable. 
  • SAP experience would be useful. 
  • Excellent verbal and written communication skills in English. 
  • Excellent computer skills, MS Word, Excel, lotus notes database. 


  • Customer focus – possess a passion and focus on providing service excellence, providing relevant solution that exceed our customer expectations, recognizing the importance and value to the business and strives to continually improving the service experience. 
  • Collaboration & team work – posses the ability to listen, share information and works effectively with team members to accomplish goals 
  • Pro-active – possess a decisive and self starting mindset, able to look ahead, innovate and continually improve agility and adaptable – is comfortable that change is a constant and is able to adapt actions and thinking in order to suit different conditions or situations. 
  • Problem solving and decision making – can gather relevant information, prioritise and link the facts to make timely and informed decisions in changing circumstances. 
  • Communication – able to express ideas clearly, effectively and with meaning. Enables effective communication across the function, encouraging constructive feedback and sharing of appropriate information to relevant parties. 
  • Strong time management and organisational skills with an ability to prioritise workload and multitask several activities at the same time