Expert Centre Specialist- Temporary

Overview

An Expert Centre Specialist or ECS will act as a liaison, provide product/services information, and resolve any emerging problems that our customers might face. They embody the Waters corporate identity in appearance, demeanor, values and ethics. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible.

The role is for one year contract on 3rd party payroll.

Responsibilities

• Manage incoming Web Requests for technical queries.

• Manage the customer journey from the logging of a corrective call to successful completion, setting expectations and delivering an exceptional customer experience throughout

• Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximize customer satisfaction.
• Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely.
• Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
• Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
• Maintain Customer call tracking database in accordance with Company Policy.
• Drive internal and Customer KPI's to best in class standard.
• Approximately 80% of time on Expert Centre activities remaining 20% on customer sites delivering services.

Qualifications

• Education to a minimum of Degree level in Electronics / Instrumentation / Chemistry
• Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)
• Good communication skills both written and verbal, and enjoy personal interaction and relationship building 
• Impeccable customer skills with a high level of attentiveness and empathy
• Highly organized with good time management skills and a can-do attitude
• Strong problem-solving skills and the ability to think innovatively and outside the box
• An ability to negotiate both internally and externally with various stakeholders including customers
• Desire to expand knowledge, learn, grow and develop in a fast-moving business environment
• An early adopter and someone who embraces and advocates new technologies
• Willingness to travel up to 25% of the time.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.