Sr Service Suppt & Development Engineer
Overview
Join our dynamic team as a Global Support Engineer, where you'll lead the charge in resolving complex Level 3-4 escalation cases, ensuring customer satisfaction and continuous product improvement. Collaborate with cross-functional teams to enhance serviceability in new product development and drive efficiency in sustaining products and processes. Be at the forefront of innovation, working closely with Manufacturing Operations, Supply Chain, Quality, and Product Development teams to elevate product quality and customer experience through cutting-edge digital and remote support solutions.
Responsibilities
- Drive resolution of Level 3 & 4 escalation cases through personal expertise and collaboration with cross-functional teams.
- Ensure resolutions include root cause identification and continuous improvements in products and processes.
- Reduce the cost of service by using a data-driven, problem-solving approach to instrument maintenance, repair, and documentation.
- Enhance serviceability and efficiency of service activities in new product development projects.
- Create, manage, and improve digital service content to support remote and digital solutions.
- Manage new product introduction projects to include all service functions including spare parts, PM kits, service documentation, and product launch monitoring.
- Plan, design, implement, and evaluate service training programs, coordinating and completing product training packages.
- Collaborate closely with Manufacturing Operations, Supply Chain, Quality, Product Development, and Regional Field Service Teams to drive product and process improvements.
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 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.
Key Words
Escalation Resolution Cross-functional Collaboration Root Cause Analysis Continuous Improvement Data-driven Approach Serviceability Efficiency Digital Service Content Training Programs Product Development Customer Satisfaction Process Improvement Remote SupportAverage salary estimate
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At Waters Corporation, we believe that innovation is driven by collaboration, and as a Sr Service Support & Development Engineer, you will play a crucial role in making that happen! In this position, you'll be the go-to expert for resolving complex Level 3 and Level 4 escalation cases, ensuring our customers experience the highest level of satisfaction. You'll work closely with cross-functional teams from Manufacturing Operations to Product Development, driving continuous improvements in serviceability and product quality. Your expert knowledge in chromatography and mass spectrometry solutions will be vital as you develop data-driven strategies and implement solutions that reduce service costs while maintaining the integrity of our products. You'll also have the chance to craft and enhance our digital service content, making it easier for customers to access the support they need. If you enjoy the challenge of taking on high-pressure problems and being at the forefront of digital innovation, this is the perfect opportunity for you. By joining our diverse and inclusive team, you will also contribute to our mission of advancing human health and well-being across the globe. Come join Waters Corporation and let's solve the challenges of tomorrow, together!
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