Overview:
Waters Corporation, the world's leading specialty measurement company committed to inclusion and diversity, is seeking a Senior Clinical Technical Specialist to join our APAC Regional Customer Success Team. This role is instrumental in supporting the growth of our Clinical business in Australia and the wider APAC region.
The Senior Clinical Technical Specialist will provide on-site technical support to customers specializing in Clinical Diagnostics, Forensic, Toxicology, and Newborn Screening. Support will be delivered both in person and remotely, ensuring consistent and high-quality service. In addition, the specialist will be responsible for managing customer complaints related to Waters Clinical product offerings, following established complaint handling processes to maintain a high level of compliance and customer satisfaction.
We are looking for a highly skilled, motivated, and customer-focused individual to be based in Australia and contribute to the success of our APAC Clinical team.
As a global organization, Waters provides endless opportunities for learning, growth, and career development. Many of our team members have successfully advanced their careers-whether by deepening expertise in their current roles or transitioning into new areas such as applications support, sales, global support, or leadership.
Responsibilities:
Responsibilities:
The primary responsibility of this role is to ensure the success of our clinical laboratory customers in Australia by providing comprehensive system-level support, including hardware installation, servicing and clinical system-level post sales training. Occasionally, the role may also involve broader regional support.
* Supporting Waters' clinical customers and ensuring the fulfillment of their service plan commitments.
* Developing and executing action plans to resolve customer issues, taking ownership of escalations and delivering effective solutions.
* Responding rapidly to diagnostic customers to minimize downtime and ensure timely delivery of patient results.
* Accurately documenting all customer interactions and support activities in the designated customer interaction system.
* Delivering system-level training at customer sites, including post-sales deployment of defined clinical applications.
* Maintaining up-to-date knowledge of Waters technologies and understanding the evolving needs of customer applications.
* Adhering to all quality system procedures and Health & Safety standards at all times.
Qualifications:
Qualifications and Experience:
* A degree in Biochemistry, Chemistry, Physics, Engineering or similar, a post graduate degree is a clear advantage.
* At least 5 years UPLC-MSMS service experience.
* 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.
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
* System level approach to problem solving
* Analytical approach with a strong drive to resolve open issues
* Personal sense of integrity
* Effective time management skills
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