Field Service Specialist III

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer-focused professionals that are technical experts on Waters’ product suite. In this role, you will be supporting all aspects of our clinical market segment, including both liquid chromatography (LC) and mass spectrometry (MS) products. The Newborn Screening Senior Field Service Specialist will primarily provide on-site support to our newborn screening customers with some time spent at other clinical labs in the area. In addition, the Field Service Specialist will follow our complaint handling process for Waters Clinical product offerings, ensuring a high level of compliance.

 

Waters Corporation is seeking a highly skilled, motivated and customer-focused individual to join our America's Advanced Diagnostics Division in the Kansas City, MO area.

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:

• Must possess a strong customer focus
• Strong communication skills, ability to communicate effectively to a diverse audience with specific customer needs
• Result oriented with a balance of excellent team cooperation
• Personal sense of integrity
• Effective time management skills
• System level approach to problem solving
• Analytical approach with a strong drive to resolve open issues
• 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.