OverviewIn this role, you will be supporting all aspects of our clinical market segment, including both liquid chromatography (LC) and mass spectrometry (MS) products. The Senior Field Service Specialist will provide on-site support to our customers. In addition, the Field Service Specialist will follow our complaint handling process for Waters Clinical product offerings, ensuring a high level of compliance.
Responsibilities- Installation, performance maintenance, troubleshoot and support Waters' product suite (LC, LC/MS, HPLC/UPLC, Informatics), primarily focused on LC/MS systems used for newborn screening applications
- Establish and maintain effective relationships with external and internal customers ensuring their success
- Manage customer expectations by communicating work performed and providing follow-up plan if needed
- Ensure customer compliance regulations are followed
- Deliver system level training at customer sites
- Manage service inventory according to Waters policies
- Issue field service reports daily to document work performed
- Maintain sound knowledge regarding the technology and customers' application demands
- Work with Sales team in respect to identifying future business development opportunities and needs for service contract sales
- Ensure that quality system procedures and Health & Safety standards are adhered to at all times
Qualifications- Minimum Bachelor's degree in Analytical Chemistry, Biology, Physics, Engineering or related field of study. Will also consider applicants with equivalent experience, training, and education.
- Minimum of 3+ years work experience specializing in mass spectrometry, preferably as a service engineer or within a clinical laboratory setting, newborn screening experience is a plus
- LC experience preferred but not required
- Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation
- Previous experience using LC or MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred
- Valid Driver's License in good standing is mandatory
- Ability to perform effective system level troubleshooting
- Overnight travel as required, including international travel for training
Competencies:
- Ability and drive to motivate and develop direct reports and others
- Interpersonal savvy in prioritizing customer needs with effective business decisions
- Create a culture of accountability, while empowering team members
- Personal sense of integrity and trust
- Ability to identify, prioritize, and manage critical issues, to avoid escalations/conflicts at a later stage
- Effective time management skills
- Ability to translate data into actionable information
- Strong negotiation skills
- Excellent verbal and written communication skills
Further, be notified that in the course of the performance of your job you may be required by Waters and/or a customer of Waters Corporation to submit to an additional background check and/or other additional screenings to attain access to that customer's facility.
Key WordsChromatography, Management, Field Manager, Service, Mass Spectroscopy
