Waters APAC Training & Support in Shanghai, China
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 6,000 employees and is represented in more than 100 countries around the world.
We are looking for an experienced Engineer with strong informatics skills to join our rapidly expanding Service Support team in the Asia region. In this role you will be expected to provide technical training and day to day support to the global service organization, internal customer technical support groups and repair departments.
Technical support includes assistance with operation, troubleshooting, maintenance and validation of Waters products and technologies. You will be involved in defining the service requirements as a direct contributor to the new product project team. The candidate should have superior knowledge and a deep understanding of Waters Empower chromatography data system as well as having familiarity with UNIFI and MassLynx chromatography data systems.
In partnership with our field operations team, provide front-line technical leadership for our field service engineers and regional site support
Act as an extension of the Waters Global Services organization
Provide technical telephone, electronic, and in person/in field support for Waters global field services including operational, applications, system troubleshooting, product recommendations and field visits
Provide remote support using technologies such as Insight, Teamviewer, WebEx, etc.
Provide Technical Training to our Waters Field Operations
Provide input to Global Operations, Quality, Development, Service and Product Management
Documentation of support calls in the appropriate tracking system
Maintain troubleshoot and resolve informatics and data system issues related to UPLC, MS and SFC/SFE product line systems
Manage regional escalations through to resolution by working with local management and the broader Global Services organization
Minimum of a Bachelors Degree or advanced degree in scientific discipline with course work in chemistry, engineering or related field of study
Minimum 7 years experience maintaining, troubleshooting and supporting LC, MS and/or SFC instrumentation, preferably Waters
Prior Field Service experience as engineer
Experience of supervising a small team would be an advantage
Strong interpersonal and customer relations skills
Polished communication skills, both verbal and written, in English
Chinese language skills (verbal/written) would be an advantage
- Strong telephone, problem solving, analytical, and listening skills
Software skills including Microsoft and Waters chromatography data applications such as UNIFI, Empower and Masslynx along with SFC Superchrome and Chromscope knowledge
Location and Travel
The position, based in Shanghai, requires 30-40% travel within Asia and regular (quarterly) rotational visits to the Waters offices in Wilmslow, Cheshire, UK and Milford, Mass, US.
Company Name: Waters Division
External Company URL: www.waters.com