Service Support Engineer - Global Services - (Shift Work Required & Office Based)

As Service Support Engineer, you are an ambassador of Waters and will bring to the market Waters' products and services. The candidate will demonstrate 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 learning on Waters Informatics products working in the GSS Team. The role will be office based.

Responsibilities

• Provide real time support to the Global Service team on Waters products, computer-based systems and application specific modules.
• Primary contact is via Waters business systems like Compass, Ring Central or email
• Establish and maintain an effective relationship with the field organization with a focus on achieving a consistently high level of customer satisfaction
• Receiving, Logging, Document Customer Calls, Interactions and Transactions within Compass case workflow
• Complete follow up for Waters Business System transactions (Ticket Procedures, Reports etc.,)
• Work under the supervision of GS manager and co-ordinate with other GS Engrs on day-to-day operations
• Participate in remote sessions to understand customer issues and assist GS Engs to resolve the customer reported issues real time
• Provide onsite assistance to Waters' Global Service Field Organization as directed by GS manager
• Replicate the customer reported issues at Waters Labs and assist GS Engr's to establish the root cause of the customer reported issues
• Test and evaluate customer instruments as required within the scope of Service Support
• Maintains the lab instruments, software, servers, service records necessary for the day-to-day operations
• Shall provide service support for Global Customers for Empower in a shift rotation basis

Qualifications

Education:

A Bachelor's degree in related technology or equivalent experience

Competencies:

Prior customer-support or related experience >5yrs required in this role

Product Knowledge of Waters Informatics Products (Empower), installation, implementation, troubleshooting experience, a good knowledge on Oracle DB and trouble shooting db issues are added skill requirement

An understanding of GMP/GLP environments

Demonstrated interpersonal skills in a customer related field

Polished written, verbal communication and presentation skills

Customer focused with very good listening skills.

Good priority setting and organizational skills.

Approach to problem solving.

An ability to identify and lead a customer enquiry established whilst on call, as well onsite

Keen mind on continuous development of product/software knowledge;

Proficient English

Demonstrated organizational skills, able to handle multiple tasks simultaneously

Excellent telephone, problem solving, analytical and listening skills

Computer Skills - Word processing, Excel, email, and corporate business solutions. (i.e. Sales Force, VM's, Troubleshooting through remote sessions)

Travel required into Field organization (10 - 15%)

Leadership Skills including the ability to chair & program meetings, influence stakeholders, communicate and work effectively across the wider organization as required.

Prior experience in Oracle db is beneficial in this role

Shall be flexible for work on Weekly Shift Rotation basis - 24x7 Support Centre

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.