Waters (TA Division) is the world's leading specialty measurement company that cares about inclusion and diversity. We are seeking a Technical Support Specialist to support our Thermal Rheology products mainly in Europe (EMEA Region). Your role will help enable customer success in life, materials and food sciences through innovation and top‑level support.
Responsibilities
* Provide support (diagnosis and troubleshooting) directly to customers and field service representatives via phone and/or email when problems have increased to a higher degree of complexity.
* Travel domestically and internationally to provide support and training to customers and service organizations.
* Deliver basic and advanced service training to field service representatives.
* Prepare and maintain necessary training materials.
* Report design, reliability and maintenance problems or bugs to other technical specialists.
* Gather and provide feedback to management on general quality issues related to the product line.
* Follow up with design engineering, software engineering, or manufacturing on product quality issues.
* Build and distribute service reference documents containing key service information to a worldwide audience.
Qualifications
Education
* Associate’s degree in Electronics/Engineering or another science‑related field.
* Bachelor's degree preferred, or proven experience in technical service.
Experience
* Prior field/technical and/or manufacturing experience supporting TA Instruments instruments (additional product knowledge is a plus).
* Prior customer support experience is a plus.
* Working knowledge of networking is highly desirable.
* Ability to present information one‑on‑one to customers, clients, and colleagues.
* Demonstrated analytical and problem‑solving skills.
* Proficient with desktop computer hardware, operating systems, and applications such as Microsoft Excel, Word, PowerPoint, and Outlook.
Competencies
* Strong customer focus.
* Interpersonal savvy; communicate with different expertise levels appropriately and adapt approach to meet customer needs.
* Excellent verbal and written communication skills.
* Proficient in English, both verbally and in writing.
* Strong writing skills for creating technical documents.
* Integrity, trust, and ethical practice.
* Independent decision‑making ability.
* Effective time‑management skills.
* System‑level approach to problem solving.
* Analytical approach with a strong drive to resolve open issues.
Travel
* 10–30 % overnight travel.
* Clean driving licence/record and a valid passport required.
Waters is an equal‑opportunity employer. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic‑violence victim status, or any other characteristic protected by law. All hiring decisions are based solely on qualifications, merit, and business needs at the time.
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