Field Service Support Specialist

☞ Waters Corporation

View: 103

Update day: 01-06-2024

Location: Wilmslow North West

Category: Science Labor Consulting / Customer Service High Technology Mechanical / Technical Electrical / Electronics

Industry: Appliances Electrical Electronics Manufacturing Biotechnology Research Pharmaceutical Manufacturing

Position: Entry level

Job type: Full-time

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Job content

Overview

At TA Instruments we are looking for an In-house Technical Support Specialist with a keen eye for trouble-shooting and excellent customer service skills in order to provide support to Field Service Representatives, Technical Representatives, Territory Managers, & Applications Support Engineers who are experiencing complex instrument and/or software problems. This position will be located in the US working on the Thermal product line and will be reporting to the Global Service Director.

Responsibilities
  • Provide support (diagnosis and troubleshooting) directly to customers/users via phone and/or email when problems have escalated to a higher degree of complexity.
  • Travel domestically and internationally to provide support and training to customers and service organizations.
  • Provide basic and advanced service training to Field Service Representatives.
  • Prepare and maintain necessary training materials.
  • Report design, reliability and maintenance problems or bugs to design Engineering/Software Engineering through direct communication/interaction.
  • Follows up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.
  • Represent Service Department at general quality meetings and/or projects that require approval for shipment (AFS).
  • Create and distribute Service Reference Documents, with important Service information, to a worldwide distribution.
  • Prepares and Maintains required ISO service procedures.

Qualifications

Education:
  • Bachelors Degree preferred in the following fields: Mechanical Engineering, Electrical Engineering or Materials Science Engineering.

Experience:
  • Prior experience supporting Analytical Instrumentation
  • Prior Customer Support experience
  • Working knowledge of networking also highly desirable.
  • Ability to present information in one-on-one situations to customers, clients, and other employees of the Company.
  • Demonstrate analytical and problem solving skills.
  • Must possess strong Writing/English skills to create Technical Documents
  • Demonstrated knowledge in the use of a variety of desktop computer hardware, operations systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.

Competencies:
  • Must possess a strong customer focus
  • Interpersonal savvy, communicate with different expertise levels appropriately and change your approach to meet customers’ needs
  • Personal sense of integrity and trust; ethical practice
  • Must be independent and able to make decisions
  • Effective time management skills
  • System level approach to problem solving
  • Analytical mindset with a strong drive to resolve open issues
  • Excellent verbal and written communication skills

Travel:
  • 30-40% Overnight Travel to customer sites as needed domestically an internationally (all travel expenses paid for my company)
  • Must be willing to go into the office 2-3 days per week & some work from home flexibility
  • A clean driving license and a valid passport will be required

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 more than 60 years. With more than 7,000 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.
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Deadline: 16-07-2024

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