Overview:
Waters (TA Division), the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Technical Support Specialist to support our Thermal Rheology products mainly in Europe (EMEA Region). Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences.
People create the Waters difference. By engaging with our hard-working and diverse workforce we continuously evolve, develop and enhance our products.
We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our dedicated field sales/service and specialist teams have over the years delivered great and balanced 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.
This position will be located in Wilmslow, UK.
(Someone working in IT would not be suitable for this role. The ideal candidate would be someone with a field service analytical background)
Responsibilities:
* Provide Support (diagnosis and troubleshooting) directly to Customers and Field Service Representatives via phone and/or email when problems have raised to a higher degree of complexity.
* Travel Domestically and Internationally to provide support and training to customers and Service Organizations.
* Provide Basic and Advanced service training to Field Service Representatives.
* Prepare and maintain necessary training materials.
* Report design, reliability and maintenance problems or bugs, through direct communication/interaction with other Tech Specialists.
* Gather and provide feedback to management on general quality issues relating to product line.
* Follow up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.
* Build and distribute Service Reference Documents, with important Service information, to a worldwide distribution.
Qualifications:
Education:
* Associates Degree in Electronics/Engineering, or other science related field.
* Bachelor's Degree preferred, or proven experience in technical service experience.
Experience:
* Prior Field/Technical and/or Manufacturing experience supporting TA Instruments' Instrumentation, as additional product knowledge is a plus.
* Prior Customer Support experience, is a plus.
* Working knowledge of networking is highly desirable.
* Ability to present information in one-on-one situations to customers, clients, and other employees of the Company.
* Demonstrate analytical and problem-solving skills.
* Demonstrated knowledge in the use of a variety of desktop computer hardware, operating systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.
Competencies:
* Must possess a strong Customer focus.
* Interpersonal savvy, communicate with different expertise levels appropriately and change approach to meet customers' needs.
* Excellent verbal and written communication skills.
* Strong ability to communicate in English, verbally and in writing.
* Must possess strong writing skills to create Technical Documents.
* Personal sense of integrity and trust; ethical practice.
* Must be independent and able to make decisions.
* Effective time management skills.
* System level approach to problem solving.
* Analytical approach with a strong drive to resolve open issues.
Travel:
* 10 to 30% Overnight Travel.
* Clean driving license/record and a valid passport will be required.
We're actively building diverse teams and welcome applications from everyone. But simply having a diverse workforce is not enough. We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of teams reflecting the communities they serve.
We can make reasonable adjustments to our interview process according to your needs.
Share this job:
Share this Job
