Waters WGS Service Support Specialist & Trainer, APAC 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.

The candidate will provide service support and training to the Waters Field Operations covering the operation, applications and system troubleshooting for Chromatography Data Systems controlling LC and LC/Mass spectrometry systems. 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 and repair UPLC, MS and SFC/SFE product line systems used for diagnostic troubleshooting as required

  • 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