Waters Corporation

  • EMEAI - Customer Service Specialist (Field Service Engineer)

    System ID
    8252
    Company Name
    Waters Division
    Category
    Field Service
    Job Locations
    AT-Vienna
    Employment Type
    Regular Full-Time
    Job Location : Country (Full Name)
    Austria
  • 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 more than 100 countries around the world.

     

    Overview

     

    We are seeking a committed and talented individual to drive, support and sustain our rapidly growing Service business in the Eastern Region countries (Eastern Europe, Middle East/Gulf, Russia and CIS-countries). Working closely with Regional Service Management, as well as our business partners in those countries. 

     

    This successful candidate will be responsible for planning, executing and supporting various service initiatives, and most importantly guarantee customer success.

    • Deliver high quality Service and support to customers
    • Perform Installations, PMs, Repairs, upgrades, compliance and training for customers
    • Effective fault-finding in areas of chemistry, mechanical and electronic
    • Perform customer trainings on newly implemented systems
    • Optimize customer relations
    • Effectively manage own calls, administration and inventory
    • Follow Waters routines with an emphasis on quality
    • High focus on customer success
    • Work effectively cross function and cross border       
    • Additional tasks when and where business demands
     
     

     

    As Customer Service Specialist, you are an ambassador of Waters and will bring to the market Waters’ products and services. The candidate will demonstrates a clear grasp of understanding the customers’ business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing “customer success”.  This position brings a great degree of flexibility working in the field. The role will be designated to the Eastern territory. 

    Responsibilities

    • Delivering high quality and efficient services and support to our customer including installation, performance maintenance, repair and qualification of our portfolio of products in a blue-chip multi-sector environment, both face to face and remotely;
    • Planning and delivering New Product Implementation, Scheduled Performance Maintenance, Qualification, System Relocations and Technology/Software Upgrades in conjunction with our other customer specialists;
    • When on customer site through correct diagnostics or observation ensure compliance to relevant legislation surrounding the product and its use;
    • Providing training and guidance to customer to ensure they maintain compliance and enable smooth safe operation of Waters equipment in their laboratories;
    • Maintaining customer relationship and liaising as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met;
    • Effectively handling customer calls, administration and inventory ensuring you optimize your time and delivery against the metrics set within the business;
    • Adhering to Waters and customers relevant Health, Safety and Environment requirements when on site and as an individual employee;
    • Working effectively across the matrix structure of the business and within the Regional Service Team;
    • Any other additional tasks consummate with the level and scope of the role as deemed by management of Waters.

    Qualifications

    Successful candidate is likely to have the following competencies:

    • Qualified to degree level in a life-science related discipline.
    • A good communicator with a high level of customer focus
    • A methodical approach to problem solving.
    • Fluency in written and spoken English and German; any additional languages would be a plus
    • Five years experience in the use and/or service of Mass Spectrometry products
    • A strong interest in and focus on effective system level problem solving
    • A sound knowledge of PC operating systems and basic computer network skills
    • Readiness to travel up to 75% of the time within the Eastern Region
    • Flexibility and ability to adapt to different cultures

     

    Tasks:

    • Carry out routine maintenance, emergency repairs and general technical support for users of Waters HPLC/UPLC MS-Systems in the Eastern Region Countries. Travel nation-wide, spending several consecutive nights away from home as needed, to fulfill post-sale installation and training elements of the role.
    • Act in a pro-active manner to assist Product Managers and Sales to identify and develop business potential for LC/MS.
    • Continue to develop product/software knowledge as the role demands.
    • Stay current with the latest product technology through self learning as well as structured training courses, to support systems

     

    Travel:

     

    This person must hold a current passport and be prepared to travel abroad not only during working hours but also occasionally at weekends.

     

    This person must hold a valid car drivers license.

     

    Work Location: 

     Vienna/Austria

     

    Reporting to:

    Regional Service Manager Eastern Region

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