Job Description

Overview

Global Support engineer is responsible for driving resolution of Level 3-4 escalation cases. Coordinating appropriate resources from product development and other SMEs when required to ensure customers are satisfied with resolutions and products are improved as a result.

Responsible for working with product portfolio team to define and complete the required service activities for new product development ensuring all new products are developed with service ability improvements embedded in them and the Field Service Teams are ready for the commercialization of these products.

Responsible for driving efficiency into sustaining products and processes.

Works closely with members of Manufacturing Operations, Supply Chain, Quality, Product Development, Regional Field Service Teams and Global Support Teams to ensure margin expansion and product quality through product and process improvements in support and to ensure improved customer experience and margin expansion through improved digital and remote support content.

Responsibilities

Drive resolution of Level 3 & 4 escalation cases thorough personal expertise and collaboration of cross-functional teams.
Ensure resolutions include root cause identification and continuous improvements in products and processes
Reduce cost of service by using a data-driven, problem-solving approach to instrument maintenance, repair, and documentation
Drive efficiency into sustaining products, services, and processes.
Improve serviceability and efficiency of service activities in new product development projects.
Create, manage, and improve digital service content.

Plans, designs, implements, and evaluates service training programs. Coordinates and completes product training package

Qualifications

BS degree in engineering, science, or other technical field Prior field service and/or technical support experience
Expert experience with chromatography, mass spectrometry, and/or laboratory informatics solutions
Demonstrated ability to deliver innovative solutions to high pressure problems.
Strong written and verbal communication skills at all levels of the organization.
Effective time management skills with the ability to handle multiple conflicting priorities at once.
High software literacy, experience with Microsoft Office Suite and Salesforce

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 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\xe2\x80\x99re the problem solvers and innovators that aren\xe2\x80\x99t afraid to take risks to transform the world of human health and well-being. We\xe2\x80\x99re 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.

Waters