Responsibilities
So, what do our Field Customer Support Specialists do? Below are some of the key responsibilities:
1. Support Waters' clinical customers and ensure the requirements of their service plans are achieved
2. Perform technical support as part of the clinical expert center when not in the field assisting customers.
3. Provide support internally for local field service engineers while they assist clinical customers, including clinical installations
4. Provide support to clinical sites that have been escalated internally to quickly resolve the issue
5. Ensure customer compliance regulations are followed
6. Deliver system-level training at customer sites
7. Maintain sound knowledge regarding the technology and customers' application demands
8. Ensure that quality system procedures and Health & Safety standards are adhered to at all times
To help achieve the above, you will get the best possible training, be supported by a fantastic team, and embark on a continuous learning and development pathway.
Qualifications
Who are we looking for?
9. Education:
Minimum Bachelor's degree in Analytical Chemistry, Biology, Physics, Engineering or related field of study. Will also consider applicants with equivalent experience, training, and education.
Experience:
Minimum of 3+ years work experience specializing in mass spectrometry, preferably as a service engineer or within a clinical laboratory setting, newborn screening experience is a plusStrong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentationPrevious experience using LC/MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferredValid Driver's License in good standing is mandatoryAbility to perform effective system level troubleshootingOvernight travel as required, including international travel for training
Skills:
Must possess a strong customer focusStrong communication skills, ability to communicate effectively to a diverse audience with specific customer needsResult oriented with a balance of excellent team cooperationPersonal sense of integrityEffective time management skillsSystem level approach to problem solvingAnalytical approach with a strong drive to resolve open issuesExcellent verbal and written communication skills
Frequent overnight travel may be required.
Waters recognizes that there is an under-representation of people from diverse backgrounds within STEM careers and we recognize some groups face marginalization through the job application process. As an inclusive employer, we welcome applications from everyone; you don’t need to meet all the requirements of the role – if you feel you can add value to our business, we want to hear from you.
Rewards
In return, we offer a highly competitive, market-leading benefits package for our employees:
10. Flexibility - We offer a lot of flexibility within your day both with your time and tasks.
11. Great Opportunities for growth, development, and progression
12. Competitive salary and incentive
13. Company Car
14. Wellbeing Programs and Services, Employee and Family Assistance Program (EAP)
15. Private Health Care
16. Strong pension contribution
17. Employee Insurance (Life Insurance, Accident Insurance, Disability Protection, Global Business Travel Accident Insurance)
18. Paid Annual Leave (5 weeks) plus statutory days
19. Maternity & Paternity Leave
20. Education/Tuition Reimbursement where applicable
21. Social events on the calendar
22. Great working environment surrounded by great people