Technical Support Specialist

Waters (TA Division), the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Technical Support Specialist to support our Thermal Analysis products across our Global market. 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 hard-working 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 dedicated field sales/service and specialist teams have over the years delivered great and balanced 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.

This position is located in New Castle, DE

(Someone working in IT would not be suitable for this role. The ideal candidate would be someone with a field service analytical background)

• Provide Support (diagnosis and troubleshooting) directly to Customers and Field Service Representatives via phone and/or email when problems have raised to a higher degree of complexity.
• Travel Domestically and Internationally to provide support and training to customers and Service Organizations.
• Provide Basic and Advanced service training to Field Service Representatives.
• Prepare and maintain necessary training materials.
• Report design, reliability and maintenance problems or bugs, through direct communication/interaction with other Tech Specialists.
• Gather and provide feedback to management on general quality issues relating to product line.
• Follow up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.
• Build and distribute Service Reference Documents, with important Service information, to a worldwide distribution.

Education:

• Associates Degree in Electronics/Engineering, or other science related field.
• Bachelor’s Degree preferred, or minimum 5 years of technical service experience.

Experience:

• Prior Field/Technical and/or Manufacturing experience supporting TA Instruments’ Instrumentation, as additional product knowledge is a plus.
• Prior Customer Support experience, is a plus.
• Working knowledge of networking is highly desirable.
• Ability to present information in one-on-one situations to customers, clients, and other employees of the Company.
• Demonstrate analytical and problem-solving skills.
• Demonstrated knowledge in the use of a variety of desktop computer hardware, operating systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.

Competencies:

• Must possess a strong Customer focus.
• Interpersonal savvy, communicate with different expertise levels appropriately and change approach to meet customers’ needs.
• Excellent verbal and written communication skills.
• Strong ability to communicate in English, verbally and in writing.
• Must possess strong writing skills to create Technical Documents.
• Personal sense of integrity and trust; ethical practice.
• Must be independent and able to make decisions.
• Effective time management skills.
• System level approach to problem solving.
• Analytical approach with a strong drive to resolve open issues.

Travel:

• 10 to 30% Overnight Travel.
• Clean driving license/record and a valid passport will be required.

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.   

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.