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Principal Service Support Specialist

4 months ago

Shanghai, China Waters Corporation Full time

Overview

Waters is a leader in life sciences tools, starting with liquid chromatography technologies in the 1960s. Since then, Waters has pioneered analytical techniques across markets including Clinical Diagnostics, Food & Environmental, Pharmaceuticals, and Materials. In Clinical Diagnostics, Waters has leading LC-MS technologies, which are already used for many applications including therapeutic drug monitoring, newborn screening, and endocrinology.

With the growth in precision medicine, it is an exciting time for LC-MS in clinical diagnostics. For 10+ years, PCR-NGS techniques have been widely used for clinical diagnostics. Clinicians now want a real-time understanding of disease states, requiring a more complete picture of proteins, lipids, and steroids. LC-MS based assays are critical to provide this level of insight with their analytical specificity, sensitivity, and capacity to analyze simultaneously multiple analytes.

Our vision is for Waters to lead the continued broad-based adoption of LC-MS. This will be accelerated by continued innovation including new ionization methods, improved ease of use, as well as novel applications in ‘omics’ research and anatomical pathology.

This position will join a passionate, agile team to develop innovative solutions to address high unmet needs and establish Waters as the leader in clinical LC-MS diagnostics markets.

This position is based in Shanghi or Beijing China

Responsibilities

Plans, designs, implements and evaluates service training programs. Coordinates and completes product training package. Provide real time support to the Global Field Clinical Service force on Waters Clinical diagnostics products, computer-based systems and application specific modules. Primary contact is via telephone or email. Establish and maintain an effective relationship with the field organization with a focus on achieving a consistently high level of customer satisfaction. Provide technical service training on new and existing products to new hire personnel, Field Service and internal support personnel. Evaluate and recommend special tools and test equipment. Instruct service personnel in use of tools and equipment. Coordinate and input product related issues to Quality organization and Product Management. Document service procedures and technical service notes. Document calls handled. Complete follow-up system transactions. Test and evaluate customer instruments as required within the scope of Service Support. Works across multiple departments, subject areas, or teams. Participate in new product projects, i.e., training, spare parts activities, identification and use of specialized tools by using defined Quality process, etc. Visit customer sites to perform system installation, troubleshooting and resolution. Serve as a top technical advisor to Clinical Field Service, internal support teams and problem resolution teams. Extensive knowledge of area of product responsibility including hardware, software and customer application. Provide technical mentor guidance to other members of the service support team with respect to the technical and business requirements for new products. Recommend and evaluate new service/support approaches and technologies that would benefit our field engineers and/or customers. Take full responsibility for specific department activities, such as technical, database management, information management, specialized product management for service, etc Meet routinely with Support Engineers in assigned team for such issues as Service Call Review, review products coming to market, documentation review, etc. Develop understanding of call management process

Qualifications

Education:

A degree in a related technology or equivalent experience BSc degree in related technology or equivalent experience. At least 10 years’ experience in the industry Proven extensive experience with Waters’ products and clinical applications or related industry experience. Prior customer related or field related experience is beneficial in this role. Demonstrated interpersonal skills in a customer related field. Polished written, verbal communication skills and presentation, training skills, excellent telephone, problem solving, analytical and listening skills. Demonstrated organizational skills, able to handle multiple tasks simultaneously. Computer skills. Word processing, Spreadsheets, email, and corporate business solutions. (i.e. SAP) Travel required into Field organization- 15-20% Proven track record of leading teams which may include cross functional teams. Leadership Skills including the ability to chair & program meetings, influence partner, communicate and work effectively across the wider organization

 Essential competences:

Customer focussed with very good listening skills Ability to understand, interpret and communicate complex technical issues A flexible work ethic and enjoys working in a team environment Good interpersonal skills with a positive sense of humor and able to contribute as part of the Global Services Support department. Deep understanding of Waters’ clinical products and applications Bilingual:Fluent in English and Mandarin

Desirable competences:

IVD and Medical Device Project Management Continuous Process Improvement Clear communicator Strong interpersonal & training skills Effective collaboration & networking skills 

Company Description

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 over 60 years. With approximately 8,000 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.