Sales/Service Support III

As a Sales/Service Support III at Waters Corporation, you will handle a diverse range of responsibilities. You'll cover the Service Hotline, guiding callers to the appropriate departments, while also managing Service Stock orders and processing invoicing. Your role includes issuing Return Authorizations for repairs and ensuring proper documentation for Service Contract invoicing. You will also be responsible for maintaining our SAP Instrument Database and performing specialized administrative duties that contribute to the overall efficiency of the Service Department.

To be considered for the Sales/Service Support III position at Waters Corporation, candidates are expected to have an Associate's degree or an equivalent combination of education and experience. Familiarity with SAP and Salesforce is highly desirable, as is strong customer service experience. Successful candidates will exhibit exceptional attention to detail, professionalism, and the ability to manage workload under pressure, ultimately contributing to a positive team spirit in a fast-paced environment.

For the Sales/Service Support III position at Waters Corporation, proficiency in SAP and Salesforce can greatly enhance your effectiveness in the role. Additionally, strong skills in the Microsoft Suite, especially Excel, are essential for managing data and reports efficiently. With these tools, you will streamline processes, maintain accurate records, and support your team in delivering superior service to our customers.

The Sales/Service Support III position plays a critical role in ensuring customer satisfaction at Waters Corporation by directly addressing customer inquiries and needs. By covering the Service Hotline and processing Service Stock orders, you ensure that customers receive timely and accurate assistance. Your attention to detail in issuing Return Authorizations and managing invoicing further enhances the customer experience, demonstrating Waters' commitment to reliability and excellence.

Waters Corporation is deeply committed to diversity and inclusion in the workplace. For those in the Sales/Service Support III role and beyond, the company actively implements programs and practices that promote inclusive behavior and increase diversity. This commitment not only strengthens teamwork but also enhances innovation and creativity, making every employee's contribution valuable in tackling the challenges of tomorrow.

When answering this question, focus on your previous roles that involved direct interaction with customers in a technical setting. Highlight your ability to communicate complex technical information in an understandable way and how you’ve successfully resolved customer issues in the past.

Provide a specific example where you faced a challenging customer situation. Discuss how you remained calm, listened actively, and took proactive steps to resolve the issue. Stress the importance of maintaining professionalism and empathy throughout the process.

Explain your approach to prioritization, such as assessing deadlines, the impact on customers, and the resources available. Share an example of a time when you successfully managed competing priorities without compromising service quality.

Discuss how collaboration enhances efficiency and problem-solving. Provide examples of how you have worked with colleagues in previous roles, stressing how open communication and supporting each other contribute to overall success.

List the relevant software tools you have used, particularly SAP, Salesforce, and Microsoft Excel. Discuss how these tools have helped you in data management, order processing, and reporting tasks, showcasing your technical competencies.

Describe your methodical approach to documentation, such as double-checking entries, using templates, or cross-referencing information. Emphasize your detail-oriented nature and commitment to providing accurate and reliable data.

Discuss your familiarity with financial processes related to invoicing and receipts, particularly in service environments. Mention any specific systems or procedures you’ve used to ensure timely and accurate financial documentation.

Share your personal motivations, such as the satisfaction of helping others or the importance of building long-term customer relationships. Highlight how a positive customer experience impacts the company’s reputation and success.

Explain your openness to feedback as a critical tool for improvement. Discuss a time when you received constructive criticism, how you processed it, and the steps you took to implement changes based on that feedback.

Reflect on Waters Corporation's values, mission, and commitment to innovation in healthcare and other fields. Describe how your personal goals align with the company’s vision and how you believe you can contribute meaningfully to the team.