Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Escalation Case Manager to support the service engineer smooth communication with GSS, HD.Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. People create the Waters difference. By engaging with our talented and diverse workforce we continuously evolve, develop and enhance our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our talented field sales/service and specialist teams have over the years delivered great and sustainable business results. With a constant focus on growth and by developing new markets we are able to increase the business even within very challenging economic circumstances.
As Escalation Case Manager, you are an ambassador of Service and will bring enthusiasm to services. The candidate will demonstrates a clear grasp of understanding the Escalation plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing “customer success”. This position brings a great degree of flexibility working in the field.
You hold an Engineering degree in relevant subject matters;
Successful experience in LC or MS is preferable
An understanding of GMP/GLP requirements is preferable
The English level is high enough to communicate well with Americans and Britons. Not only in writing, but also in listening and speaking.
Highly passionate individual with charisma, perseverance and determination, enjoys personal interaction and relationship building with key customers;
Customer focused with very good listening skills;
Ability to understand, interpret and communicate complex technical issues;
Good interpersonal skills with a positive sense of humors and is able to contributing as part of an integrated sales/service organization;
Good priority setting and organizational skills;
A approach to problem solving;
An ability to identify and lead a customer enquiry established whilst on site through to the sales team;
Keen mind on continuous development of product/software knowledge;
A clean driving license and a valid passport will be required;
This is a territory-based position with travelling within your designated territory, and occasional travels to other countries for activities such as governance of department, local business support, meetings and training.