Job Description:
As the Escalation and Expert Center Specialist,and with a wealth of Waters scientific instrumentation technical knowledge, you 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. Escalation and Expert Centre personnel are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. They have a strong positive influence on our internal and external customers and provide an exceptional customer experience to them at every touch point. Specifically, to our external customers they deliver fast solutions even to complicated problems and in many cases with their strong ability and capabilities without dispatching an engineer to site.
Internally the role has a knowledge sharing scope to influence and motivate teams of engineers in delivering world class service to our customers. Field-based support teams will revert to our Expert Centre colleagues in difficult Technical situations (escalations) who in turn will liaise with multiple stakeholders within the Waters organization to ensure customer and staff success. The teams function and its’ people’s goal is to ensure excellent service standards, respond efficiently to direct and indirect customer inquiries and maintain the highest levels of customer relationships and satisfaction leading to an overall differentiated Customer Experience.
Job Requirements:
- Manage Level 2 Hardware Escalations from entire APAC region.
- Manage incoming Web Requests, email and phone lines 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 maximise 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.
- Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’.
- Provide customers with high quality technical advice and direction, working closely and acting as a point person with Waters Global Service Support [GSS].
- Practice commercial awareness to position billable and plan solutions to our customer to drive their success.
- 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.
- 3 years of experience with installation, performance maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation, Waters product suite experience REQUIRED (LC, LC/MS, HPLC/UPLC, Informatics).
