Waters Corporation

  • Escalation Manager

    勤務地 CN-Beijing
    Waters Division
    Field Service
    Regular Full-Time
  • 概要

    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.



    • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
    • Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
    • Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
    • Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the customer satisfaction throughout the escalation process
    • Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
    • Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
    • Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
    • Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
    • Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation


    • Education:

    • You hold an Engineering degree in relevant subject matters;

    • Experience:

    • 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.

    • Competencies:

    • 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;

    • Proficient English

    • Travel:

    • 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.


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