Escalations and Expert Center Specialist

Overview:
As the Escalation and Expert Center Specialist, 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.

**What does the Escalation and Expert Centre Specialist do? / Who are the Expert Centre Specialists?**
- They are genuinely excited to help Waters customers.
- They’re patient, empathetic, and passionately communicative; they love to talk and can put themselves in their customers’ shoes and advocate for them when necessary.
- Customer feedback is priceless, and these members can gather that.
- Problem-solving also comes naturally.
- They are confident at troubleshooting and further investigation even if they don’t have enough information to resolve customer complaints.

**Responsibilities**:

- Manage Level 2 Hardware Escalations from entire APAC region.
- 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.
- Anticipated up to 20% on customer sites delivering services to maintain hand on skills.

Qualifications:
**Education**:

- Minimum of Degree or equivalent in Chemistry or Biology, engineering or other science related field is required

**Experience**:

- 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)
- Ability to perform effective system level troubleshooting
- Knowledge of HPLC & MS qualification procedures

**Skills**:

- Good communication skills both written and verbal, and enjoy personal interaction and relationship building
- Calm under pressure and the ability to prioritise workload
- Impeccable customer skills with a high level of attentiveness and empathy
- Highly organised 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
- An accomplished Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures
- 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
- Analytical mindset with a strong drive to resolve open issues

**Travel**:

- Willingness to travel up to 20% of the time, with the option to work from home.

Company Description:
Waters Corporation (NYSE: WAT), the world's leading s