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    Field Service Expert Center Engineer III - Bengaluru, India - Waters Corporation

    Waters Corporation
    Waters Corporation Bengaluru, India

    6 hours ago

    Default job background
    Regular Full time
    Description

    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.
  • Utilize, 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.
  • Approximately 80% of time on Expert Centre activities remaining 20% on customer sites delivering services.

    • Qualifications

    Successful candidate is likely to have the following competencies:

  • Education to a minimum of Degree level in Chemistry/Biochemistry/ElectronicsExperience with U/HPLC & MS instrumentation and Laboratory Data Systems (3 years)Knowledge of HPLC & MS qualification proceduresGood communication skills both written and verbal, and enjoy personal interaction and relationship building Calm under pressure and the ability to prioritize workloadImpeccable customer skills with a high level of attentiveness and empathyHighly organized with good time management skills and a can-do attitudeStrong problem-solving skills and the ability to think innovatively and outside the boxAn ability to negotiate both internally and externally with various stakeholders including customersAn accomplished Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of culturesDesire to expand knowledge, learn, grow and develop in a fast-moving business environmentAn early adopter and someone who embraces and advocates new technologiesWillingness to travel up to 25% of the time.
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