Overview:
* Are you looking for an impactful role for a fast-growing company that helps advance science and human well-being?
* Would you like the freedom of being field based where no day is the same and you get the opportunity to become a trusted advisor to our customers?
* Are you looking for lots of opportunities to grow, develop, learn, and progress in your career?
* Do you want to work for a global best-in-class, innovative technology organization who are highly focussed and committed to Diversity, Equity, and Inclusion?
If your answers are yes, then we would love to hear from you!
At Waters, we design and manufacture innovative products, solutions, and services to help our customers solve their scientific challenges. The people who work for us make a real difference in solving problems that matter, they are passionate and proud of their work and accomplishments, making Waters a great place to work.
Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer-focused professionals that are technical experts on Waters' product suite. In this role, you will be supporting all aspects of our clinical market segment, including both liquid chromatography (LC) and mass spectrometry (MS) products. The Clinical Technical Specialist will primarily provide on-site support to our Clinical Diagnostics, Forensic and Toxicology and newborn screening customers and will provide technical support remotely when not in the field. In addition, the Clinical Technical Specialist will follow our complaint handling process for Waters Clinical product offerings, ensuring a high level of compliance.
Waters Corporation is seeking a highly skilled, motivated and customer-focused individual to join our EMEA's Clinical Service and Support group in the Northern Italy area.
With Waters being a Global Organization, there are endless opportunities for you to learn, grow and develop. Many of our team members have advanced their careers either in their current roles or moving into different parts of our business such as applications support, sales, global support, and leadership.
Please provide your CV in English.
Responsibilities:
So, what do our Field Customer Support Specialists do? Below are some of the key responsibilities:
* Support Waters' clinical customers and ensure the requirements of their service plans are achieved
* Perform technical support as part of the clinical expert center when not in the field assisting customers.
* Provide support internally for local field service engineers while they assist clinical customers, including clinical installations
* Provide support to clinical sites that have been escalated internally to quickly resolve the issue
* Ensure customer compliance regulations are followed
* Deliver system-level training at customer sites
* Maintain sound knowledge regarding the technology and customers' application demands
* 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?
* 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 plus
* Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation
* Previous experience using LC/MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred
* Valid Driver's License in good standing is mandatory
* Ability to perform effective system level troubleshooting
* Overnight travel as required, including international travel for training
Skills:
* Must possess a strong customer focus
* Strong communication skills, ability to communicate effectively to a diverse audience with specific customer needs
* Result oriented with a balance of excellent team cooperation
* Personal sense of integrity
* Effective time management skills
* System level approach to problem solving
* Analytical approach with a strong drive to resolve open issues
* Excellent 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:
* Flexibility - We offer a lot of flexibility within your day both with your time and tasks.
* Great Opportunities for growth, development, and progression
* Competitive salary and incentive
* Company Car
* Wellbeing Programs and Services, Employee and Family Assistance Program (EAP)
* Private Health Care
* Strong pension contribution
* Employee Insurance (Life Insurance, Accident Insurance, Disability Protection, Global Business Travel Accident Insurance)
* Paid Annual Leave (5 weeks) plus statutory days
* Maternity & Paternity Leave
* Education/Tuition Reimbursement where applicable
* Social events on the calendar
* Great working environment surrounded by great people
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