Expert Centre Specialist- Temporary

Overview

An Expert Centre Specialist or ECS 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. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. The role is for one year contract on 3rd party payroll.An Expert Centre Specialist or ECS 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. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. The role is for one year contract on 3rd party payroll.An Expert Centre Specialist or ECS 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. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. The role is for one year contract on 3rd party payroll.

An Expert Centre Specialist or ECS 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. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible.

An Expert Centre Specialist or ECS 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. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible.key organizational people

The role is for one year contract on 3rd party payroll.

The role is for one year contract on 3rd party payroll.

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 throughoutWork 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.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.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 throughoutWork 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.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.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 throughoutWork 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.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.

• Manage incoming Web Requests for technical queries.

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

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.

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.

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.

Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.

• Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.

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.

Maintain Customer call tracking database in accordance with Company Policy.

• Drive internal and Customer KPI's to best in class standard.

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.

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

Qualifications

Education to a minimum of Degree level in Electronics / Instrumentation / ChemistryExperience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)Good communication skills both written and verbal, and enjoy personal interaction and relationship building Impeccable 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 customersDesire 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.Education to a minimum of Degree level in Electronics / Instrumentation / ChemistryExperience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)Good communication skills both written and verbal, and enjoy personal interaction and relationship building Impeccable 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 customersDesire 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.Education to a minimum of Degree level in Electronics / Instrumentation / ChemistryExperience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)Good communication skills both written and verbal, and enjoy personal interaction and relationship building Impeccable 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 customersDesire 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.

• Education to a minimum of Degree level in Electronics / Instrumentation / Chemistry

Education to a minimum of Degree level in Electronics / Instrumentation / Chemistry

• Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)

Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)

• Good communication skills both written and verbal, and enjoy personal interaction and relationship building

Good communication skills both written and verbal, and enjoy personal interaction and relationship building

• Impeccable customer skills with a high level of attentiveness and empathy

Impeccable customer skills with a high level of attentiveness and empathy

• Highly organized with good time management skills and a can-do attitude

Highly organized with good time management skills and a can-do attitude

• Strong problem-solving skills and the ability to think innovatively and outside the box

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 ability to negotiate both internally and externally with various stakeholders including customers

• Desire to expand knowledge, learn, grow and develop in a fast-moving business environment

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

An early adopter and someone who embraces and advocates new technologies

• Willingness to travel up to 25% of the time.

Willingness to travel up to 25% of the time.