Waters Corporation

  • Expert Service Engineer

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

    • Identifying, analyzing, and initiating the TOF escalation process in an organization based on the escalation criteria specified by the organization
    • Linking the TOF escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
    • Assembling the TOF 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 TOF 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 / MS  or TOF 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;
      • 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



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