Overview
Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Field Service Engineer to support the very successful growth of our businesses across Australia. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. People create the Waters difference. By engaging with our talented and diverse workforce we continuously evolve, develop and enhance our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our talented field sales/service and specialist teams have over the years delivered great and sustainable business results. With a constant focus on growth and by developing new markets we are able to increase the business even within very challenging economic circumstances.
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As a Field Service Supervisor, you will be responsible for overseeing and managing field service activities within the New South Wales and Queensland territories with a focus on customer satisfaction. You will also be responsible for carrying out installation, maintenance, and corrective service of Waters Instruments. Based in Sydney the role will be supporting a range of Waters systems both on site and in house.
Responsibilities
- Provide guidance, instruction, and direction to the team
- Ensure effective and efficient instrument installation and repair services
- Maintain regular contact with direct reports (minimum of weekly check-ins)
- Conduct and document quarterly check-ins with team members as well as annual performance reviews
- Review service escalations on a weekly basis at a minimum to ensure appropriate actions are taken to achieve timely resolution
- Monitor Field Service Engineers' Performance Maintenance schedules and ensure on-time completion as set out in Customer Service Level Agreements
- Address customer queries and service requests via the Expert Center.
- Strive for continual self-improvement and to keep abreast of technical changes that occur within the product range
- Help create and develop policies and procedures for the service team in line with Waters corporation global objectives
- Carry out full system and module installation, performance maintenance and repairs of Waters products
Qualifications
Education:
- Bachelors/Masters Degree in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education
Experience:
- 3-5 years of experience with installation, performance maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation, preference for previous Waters product suite (HPLC/UPLC, LC/MS, HRMS, SFC, Informatics)
Skills:
- Supervisor experience - ability to lead a team and implement plans developed by the management team
- Must possess a strong customer focus
- Strong communication skills: ability to communicate effectively to a diverse audience
- Personal sense of integrity
- Excellent planning skills
- Effective time management skills
- Analytical mindset with a strong drive to resolve open issues
- Strong interpersonal & communication skills
- Ability to maintain composure under pressure
Travel:
- The role is based in Sydney and travel throughout Australia and New Zealand will be required. Some overnight travel is required including some international travel for training.
- Valid Driver's license in good standing is mandatory
Company Description
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for over 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We're the problem solvers and innovators that aren't afraid to take risks to transform the world of human health and well-being. We're all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.