- Location
- Bangalore, KA, IN
- Seniority
- Senior
- Experience
- 8+ years
- Education
- Master
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Experienced HPLC / MS Specialist with strong expertise in advanced technical troubleshooting, escalation management, remote issue resolution, and customer support excellence. Skilled in collaborating with cross-functional teams, guiding field engineers, and delivering rapid solutions to complex technical issues while ensuring high customer satisfaction and world-class service standards.
Responsibilities
- 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.
- Manage complex technical escalations and customer issues.
- Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
- 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
- #1 Bachelor or Masters in Electronics / Instrumentation / Chemistry
- #2 Min 8+ years of work experience in Analytical Instrumentation & Customer Support.
- #3 Knowledge & working experience with Waters Empower Software & LC/MS Products preferred.