Overview:
Waters Corporation is seeking a highly skilled, motivated, and customer-focused individual to join our APAC Clinical Success team, based in Kuala Lumpur, Malaysia. In this role, you will support all aspects of our clinical market segment, including liquid chromatography (LC) and mass spectrometry (MS) products.
As a Senior Clinical Technical Specialist, you will provide on-site and remote support to our Clinical Diagnostics, Forensic & Toxicology, and Newborn Screening customers across Malaysia and Southeast Asia. You will also ensure compliance with our complaint handling processes for Waters' clinical product offerings. You will be part of a collaborative APAC regional customer success organization, contributing to and supported by a network of experts.
Your primary responsibility is to ensure the success of our clinical laboratory customers in Malaysia and the SEA region by providing system-level support, including hardware service and clinical LC-MS application support.
Responsibilities:
Key responsibilities include:
* Supporting Waters' clinical customers and fulfilling service plan requirements
* Developing and executing plans to resolve customer issues, including managing escalations
* Ensuring rapid response to diagnostic customers to maintain uptime and timely delivery of patient results
* Manage customer expectations, by communicating work performed and providing follow up plan if needed
* Accurately documenting all customer support activities in the customer interaction system
* Managing new installations and coordinating with third-party suppliers for lab construction or refurbishment
* Delivering system-level training at customer sites
* Maintaining up-to-date knowledge of relevant technologies and customer application needs
* Adhering to quality system procedures and Health & Safety standards at all times
Where required, to support sales:
* Work with Sales team to identify future business development opportunities and needs for service contract sales
* Assisting with product demonstrations
* Developing clear implementation plans for customers, including detailed lists of required equipment, reagents, and consumables
Qualifications:
Qualifications and Experience
* Bachelor's degree in Biochemistry, Chemistry, Physics, Engineering, or a related field; postgraduate qualifications are an advantage
* Minimum 5 years of experience in UPLC-MS/MS service and/or applications in a professional environment
* Strong technical skills in support, maintenance, calibration, and troubleshooting of LC/MS instrumentation
* Prior experience using LC/MS (preferably Waters systems) in clinical, forensic, hospital, or IVD lab settings is highly preferred
* Valid driver's license
* Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN)
Skills and Attributes
* Strong customer focus and commitment to service excellence
* Excellent verbal and written communication skills
* Ability to communicate effectively with diverse audiences and tailor support to specific customer needs
* Results-oriented with strong teamwork and collaboration skills
* High personal integrity and accountability
* Effective time management and organizational skills
* System-level approach to problem-solving
* Analytical mindset with a strong drive to resolve open issues
Travel:
* This is a 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.
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