Waters EMEAI - Field Service Engineer in AJ Etten-Leur, Netherlands
For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 6,500 employees and is represented in more than 100 countries around the world.
The success of the role is measured on your ability to provide correct diagnostics, maintain customer relationship and utilise your technical and chemistry skills in assisting the customer with relevant applications in their scope of work/research.
Purpose and Scope of Role
The scope of service provided to the customer base encompasses installation, performance maintenance, corrective repair and qualification of our portfolio of products in a blue-chip multi-sector environment. The role is customer facing and will require analysis and correction of systems installed on the customer’s premises. The success of the role is measured on your ability to provide correct diagnostics, maintain customer relationship and utilise your technical and chemistry skills in assisting the customer with relevant applications in their scope of work/research.
Focus on customer satisfaction metrics and customer Service Level Agreements (SLA’s) to the required contractual levels is a key priority. The role requires a 95% Customer Facing Activity and 5% Office Based Activity in which the post holder will focus time on corrective repair, inventory management, customer relationship management, and developing your product and technical knowledge to remain a competent engineer in a business as a leader in the sector.
Deliver high quality service and support to customers, both face to face and remotely in The Netherlands and occasionally in the Benelux/Central Europe region.
Installation, performance maintenance, troubleshoot, repair, qualification, training and support of Water's product suite (LC, LCMS).
Provide training and guidance to customer to ensure they maintain compliance and ensure the smooth safe operation of Waters equipment in their laboratories.
Manage the customer relationship and liaise as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met.
Effectively manage administration and inventory ensuring you optimize your time and delivery against the metrics set within the business.
Follow Waters HSE, quality and code of conduct with diligence and ensure that HSE requirements of customer sites are adhered to (in particular any Protective Personal Equipment is worn and in good condition). Work effectively across the matrix structure of the business and within the Central Europe Region Service Team.
The role may require overnight stays including international travel for training or support in other countries.
Competencies/behaviours and attitude:
Demonstrates a “can do” attitude, and presents themselves as an “ambassador” of Waters in the most professional way.
Chemical and/or technical background preferably with a BSc, MSc or PhD degree.
An understanding/knowledge of HPLC, UPLC, MS, clinical applications and GMP/GLP requirements.
A good communicator with a high level of customer focus, who enjoys personal interaction and relationship building with customers.
Will work under supervision and support of others and embrace training and support to facilitate continuous learning of Waters products, services and customer satisfaction methodologies
Self motivated with good organizational/time management skills and strong ability to work independently.
A methodical approach to problem solving.
Effective fault finding in areas of chemistry applications, mechanical and electronic products.
Ability to work under pressure against tight deadlines.
An ability to identify and lead a customer enquiry established whilst on site through to the sales team.
Continuous development of product/software knowledge.
Excellent verbal and written communication skills (Dutch and English, knowledge of French is a plus)
A driving license and european passport is required, together with a disclosure of any criminal convictions. Our customers may work in sensitive and confidential government areas.
Company Name: Waters Division
External Company URL: www.waters.com