Field Service Engineer

Overview

• Are you looking for an impactful role for a fast-growing company that helps advance science and human well-being?
• Would you like the freedom of being field based where no day is the same and you get the opportunity to become a trusted advisor to our customers?
• Are you looking for opportunities to grow, develop, learn, and progress in your career?
• Do you want to work for a global best-in-class, innovative technology organization who are highly focussed and committed to Diversity, Equity, and Inclusion?

If your answers are yes, then we would love to hear from you!

At Waters, we design and manufacture innovative products, solutions, and services to help our customers solve their scientific challenges. The people who work for us make a real difference in solving problems that matter, they are passionate and proud of their work and accomplishments, making Waters a great place to work.

As a Field Service Specialist working for an industry leader, you'll join a global team of specialists that are committed to ensuring our legendary service for our customers who utilize our scientific instrumentation and software.

In this role, you'll have the opportunity to provide technical expertise on Waters Materials Sciences (formerly TA Instruments)' innovative product suite (DSC, TGA, SDT, TMA, DMA, Rheology and Microcalorimetry) for multiple customer laboratories spanning across the Pharmaceutical & Life Sciences, Advanced Materials, Clinical, Food, Environmental, Forensics, Academia and Government industries.

Waters Materials Sciences Division (formerly TA) is seeking a highly skilled, motivated and customer focused professional to join our world-renowned Field Service Organization, home based in East UK (Sheffield, Nottingham, Cambridge, Oxford or adjoining areas) with some possible international travel within the region (Ireland, Benelux, Scandinavia).

The role requires a 90% Customer Facing Activity and 10% Office Based Activity in which the post holder will focus time on corrective repair, inventory management, customer relationship management, and developing your product and technical knowledge to remain a competent engineer in a business as a leader in the sector.

So,
what do our Field Customer Support Specialists do? Below are some of the key responsibilities:

• Provides customer service, training, diagnose and troubleshoot customer problems, assists with parts management issues.
• Repairs, installs, and calibrates all currently supported instrument models and accessories; gains limited knowledge of applications software; calibrates instruments for optimal performance.
• Prepares a variety of reports, logs and documentation of service and repair activities; prepares service reports for input to the product reliability report; maintains up-to-date manuals, service notes, drawings, and other materials needed for effectiveness.
• Prepares a variety of paperwork to document work in progress, completed work, and other necessary tracking paperwork; submits required paperwork on a timely basis to department management.
• Establishes and maintains prompt professional communications with customers and internal resources.
• Provides information to customers regarding service products and offerings; effectively sells service products and contracts.
• Effectively manage own dispatch, customer calls, administration and inventory ensuring you optimize your time and delivery against the metrics set within the business.
• Manage the customer relationship and liaise as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met.
• Any other additional task consummates with the level and scope of the role as deemed by management

To help achieve the…