Waters Corporation

  • Sr. Service, Support & Development Engineer

    System ID
    8486
    Company Name
    Waters Division
    Category
    Technical Support
    Job Locations
    UK-Cheshire-Wilmslow
    Employment Type
    Regular Full-Time
    Job Location : Country (Full Name)
    United Kingdom
  • 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.

     

     

     

    Waters Wilmslow site is the largest site globally committed to the support and development of Mass Spectrometry systems. This fantastic site is designed to create and support connectivity and efficiency by enabling us to embrace more collaborative ways of working and focus more on customer needs, quality and continual improvement in the way we innovate and design our products and systems.  This site not only brings advantages that benefit our own employees, but also provides a high-tech center for customers. 

     

    A custom built Center of Excellence

    Driving innovation in the birthplace of Mass Spectrometry
    State of the art customer demonstration laboratories
    Investing in world changing research development and manufacturing
    Science in harmony with a sustainable world

    Overview

    We are looking for a Senior Engineer to join our newly formed LC-MS Support & Development team here at the Wilmslow facility. In this role you will be expected to provide technical training and day to day support to the global service organization, internal customer technical support groups and repair department.   

    Technical support includes assistance with operation, troubleshooting, maintenance and validation of Waters products and technologies.  You will be involved in defining the service requirements for new products as part of the new product project team.  You will coordinate development, completion and distribution of Service product introduction packages and training packages, and typically deal with third level escalation of issues from the Field organization.

    Responsibilities

    • Provide real time support to the Global Field Service force on Waters products, computer-based systems and application specific modules. Primary contact is via telephone or email. Establish and maintain an effective relationship with the field organisation with a focus on achieving a consistently high level of customer satisfaction.
    • Provide technical service training on new and existing products to new hire personnel, Field Service and internal support personnel.
    • Coordinate and input product related issues to Quality organisation and Product Management. Document service procedures and technical service notes.
    • Document calls. Complete follow up system transactions.
    • Provide onsite assistance to Waters’ Global Field Organisation as directed by support manager.
    • Participate in new product projects, i.e., training, spare parts activities, identification and use of specialised tools by using defined Quality process.
    • Travel required into Field organization - 10-15%

    Qualifications

     

    • BSc degree in related technology or equivalent experience.
    • Proven strong experience with Waters’ products and applications or related industry experience.
    • Prior customer related or field related experience is beneficial in this role.
    • Demonstrated interpersonal skills in a customer related field.
    • Polished written, verbal communication skills and presentation skills.
    • Demonstrated organisational skills, able to handle multiple tasks simultaneously.
    • Excellent telephone, problem solving, analytical and listening skills.
    • Computer skills. Word processing, Spreadsheets, email, and corporate business solutions. (i.e. SAP)
    • Leadership Skills including the ability to chair & program meetings, influence stakeholders, communicate and work effectively across the wider organisation as required

     

     

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