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Customer Service Specialist (Field Service Engineer)

Salary:
34,722 P.A. ?
Location: Wilmslow
Company: Waters
Contract type: Permanent
Hours: Full time
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Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking a Customer Service Specialist (Field Service Engineer) to support the very successful growth of our businesses across the South of the UK. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. 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.

As a Customer Service Specialist (Field Service Engineer), you are an ambassador of Waters and will bring to the market Waters’ products and services. The candidate will demonstrates 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 flexibility working in the field. The role will be designated to either a territory and/or markets.


  • Delivering high quality and efficient services and support to our customer including installation, performance maintenance, repair and qualification of our portfolio of products in a blue-chip multi-sector environment, both face to face and remotely;
  • Planning and delivering New Product Implementation, Scheduled Performance Maintenance, Qualification, System Relocations and Technology/Software Upgrades in conjunction with our other customer specialists;
  • When on customer site through correct diagnostics or observation ensure compliance to relevant legislation surrounding the product and its use;
  • Providing training and guidance to customer to ensure they maintain compliance and enable smooth safe operation of Waters equipment in their laboratories;
  • Maintaining customer relationship and liaising as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met;
  • Effectively handling customer calls, administration and inventory ensuring you optimize your time and delivery against the metrics set within the business;
  • Adhering to Waters and customers relevant Health, Safety and Environment requirements when on site and as an individual employee;
  • Working effectively across the matrix structure of the business and within the Regional Service Team;
  • Any other additional tasks consummate with the level and scope of the role as deemed by management of Waters.

Education:

  • You hold a Science based degree in a relevant subject matter.

Experience:

  • Successful experience in LC or MS;
  • An understanding of GMP/GLP requirements;

Competencies:

  • Highly passionate individual with charisma, perseverance and determination, enjoys personal interaction and relationship building with key customers;
  • Customer focussed with very good listening skills;
  • Ability to understand, interpret and communicate complex technical issues;
  • Good interpersonal skills with a positive sense of humour and is able to contributing as part of an integrated sales/service organisation;
  • Good priority setting and organisational skills;
  • An approach to problem solving;
  • An ability to identify and lead a customer enquiry established whilst on site through to the sales team;
  • Keen mind on continuous development of product/software knowledge;
  • Proficient in English (written and spoken)

Travel:

  • A clean driving license and a valid passport will be required;
  • This territory-based position with travelling within your designated territory, and occasional travels to other countries for activities such as governance of department, local business support, meetings and training.
  • A disclosure of any criminal convictions may be required as some of our customers work in sensitive and confidential government areas.

Additional:

  • Knowledge and experience with Mass Spectrometry and Liquid Chromatography systems both Hardware and Software
  • Proven track-record in customer support and troubleshooting techniques.

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.

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