Waters Senior Service Support Engineer in Milford, Massachusetts
Waters Corporation is seeking a Senior Service Support Engineer to provide technical training and day to day support to the global service organization, internal technical support groups and repair department, as well as customers (escalated requests). Technical support includes assistance with operation, troubleshooting, maintenance and validation of Andrew Alliance and Waters related products and technologies.
The Sr. Service Support Engineer defines service requirements for new products as part of the new product project team. This role coordinates development, completion and distribution of Service product introduction packages and training packages. Typically, the Service Support Engineer handles 2nd level escalation of issues from the Field organization, as well as 1st Layer of Support.
Provide real time support to the Expert Centers, Global Field Service force or escalated customer requests on Andrew Alliance and Waters related products, computer-based systems, and application specific modules. Primary contact is via Intercom or email.
Establish and maintain an effective relationship with the field organization, Expert Centers and Customers with a focus on achieving a consistently high level of customer satisfaction.
Diagnose errors or technical problems and determine suitable solutions.
Provide technical service training on new and existing products to new hire personnel, Field Service, and internal support personnel.
Coordinate and input product related issues to Quality organization and Product Management. Document service procedures and technical service notes.
Document calls. Complete follow up system transactions.
Plans, designs, implements, and evaluates service training programs. Coordinates and completes product training package.
Provide on site assistance to Waters’ Global Field Organization as directed by support manager.
Test and evaluate customer instruments as required within the scope of Service Support.
Participate in new product projects, i.e., training, spare parts activities, identification and use of specialized tools by using defined Quality process, etc.
BS degree in related technology or equivalent experience (ex. Bioengineering)
5+ years experience with Waters’ products and applications or related automation industry experience.
Prior customer related or field related experience is beneficial in this role.
Demonstrated interpersonal skills in a customer related field.
Demonstrated passion for continues knowledge and learning.
Polished written, verbal communication and presentation skills.
Demonstrated organizational skills, able to handle multiple tasks simultaneously.
Excellent telephone, problem solving, analytical and listening skills.
Well-developed root cause analysis and troubleshooting skills: an individual with the ability to translate customer information into a problem-resolving proposal; capable of providing professional and clear answers to customer's requests.
Strong technical presentation skills.
New Product process experience. (getting product to market)
Computer Skills- Word processing, Excel, email, familiarity with Linux, and corporate business solutions. (i.e. SAP)
Travel required into Field organization – 10- 20% (monitoring/TBD throughout COVID)
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.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.
service engineer, service support engineer, escalation, service training, field service
External Company URL: www.waters.com
Street: 34 Maple Street
Telecommute: Negotiable - Flexwise