Responsibilities
1. Global Technical Support: Deliver real-time, expert-level support to the Global Field Clinical Service team for Waters Clinical Diagnostics products, including hardware, software, and application-specific modules. Support is primarily provided via phone, email, and remote tools.
2. Clinical Applications Ownership: Take full ownership of Clinical Applications Support, ensuring timely and effective resolution of complex application-related issues.
3. Field Relationship Management: Build and maintain strong, collaborative relationships with field service teams to ensure high levels of customer satisfaction and service excellence.
4. Tools & Equipment Evaluation: Assess and recommend specialized tools and diagnostic equipment. Provide instruction and best practices for their effective use.
5. Product & Quality Feedback Loop: Act as a liaison between the field and internal teams by documenting and communicating product issues to Quality and Product Management. Contribute to the creation of service procedures and technical bulletins.
6. New Product Service Strategy: Collaborate with Product Management and Customer Assurance to define service strategies for new products, including spare parts planning, service manuals, maintenance protocols, warranty terms, and validation requirements.
7. New Product Introduction (NPI): Participate in cross-functional NPI projects, contributing to training, spare parts readiness, tool identification, and serviceability assessments using defined quality processes.
8. Service Excellence Initiatives: Partner with Service and Support leadership to design and implement programs that enhance the quality and efficiency of global clinical support services.
9. On-Site Support: Conduct customer site visits for system installations, advanced troubleshooting, and escalated issue resolution, if required.
10. Subject Matter Expertise: Maintain deep expertise in assigned product areas, including hardware, software, and clinical applications.
11. Mentorship & Coaching: Provide technical mentorship and guidance to service support team members, especially in the context of new product introductions and evolving business needs.
12. Innovation & Continuous Improvement: Identify and recommend new service tools, technologies, and methodologies that enhance field service capabilities and customer outcomes.
13. Process Knowledge: Develop a strong understanding of the call management and escalation process to ensure efficient case handling and resolution.
Qualifications
Education:
14. Educational Background:
Bachelor’s degree (BSc) in a relevant technical field or equivalent combination of education and industry experience.
15. Industry Experience:
Minimum of 10 years of experience in the clinical diagnostics or related technology industry, with a proven track record of technical and customer-facing roles.
16. Product Expertise:
Extensive hands-on experience with Waters’ products and clinical applications, or comparable experience in a related industry.
17. Customer & Field Experience:
Prior experience in customer support or field service roles is highly beneficial. Strong interpersonal skills and a customer-centric mindset are essential.
18. Communication & Presentation Skills:
Excellent verbal and written communication skills, with the ability to deliver clear, professional presentations and documentation.
19. Organizational & Analytical Skills:
Demonstrated ability to manage multiple tasks, prioritize effectively, and solve complex technical problems with a structured approach.
20. Leadership & Collaboration:
Proven leadership capabilities, including experience leading cross-functional teams, chairing meetings, and influencing stakeholders across the organization.
21. Technical Proficiency:
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), email platforms, and enterprise systems such as SAP.
22. New Product Introduction (NPI):
Experience with new product development and launch processes, including service readiness and support planning.
23. Travel Requirements:
Willingness to travel 10–15% of the time to support field operations and customer engagements.
Essential competences:
24. Customer Focused: Demonstrates strong listening skills and a commitment to understanding and addressing customer needs.
25. Technical Communication: Able to comprehend, interpret, and clearly communicate complex technical concepts to diverse audiences.
26. Team-Oriented & Adaptable: Embraces a flexible work ethic and thrives in collaborative, team-based environments.
27. Interpersonal Skills: Possesses strong interpersonal abilities, a positive attitude, and a sense of humor, contributing to a supportive and engaging team culture within the Global Services Support department.
Desirable competences:
28. Project Management Expertise: Experience managing projects in the IVD (In Vitro Diagnostics) and medical device sectors.
29. Continuous Improvement Mindset: Proven ability to identify and implement process improvements that enhance efficiency and service quality.
30. Product Knowledge: In-depth understanding of Waters’ clinical products and their applications.
31. Clear Communication: Strong ability to convey complex information clearly and effectively across various audiences.
32. Interpersonal Strength: Excellent interpersonal skills with the ability to build strong working relationships.
33. Collaboration & Networking: Skilled in cross-functional collaboration and building networks across global teams.