Waters WGS Service Support Supervisor , 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 Supervise the local GSS team and provide service support and training to the Waters Field Operations covering the operation, applications and system troubleshooting for Liquid chromatography/Mass spectrometry systems. The candidate should have experience with ACQUITY systems connected to Mass spectrometers (Quadrupole and QTOF instruments) running on Empower, MassLynx and UNIFI. Applications support may include Clinical, Pharmaceutical, Food, Fractionlynx, Super Critical Fluid, and Purification.
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
Experience of supervising a small team
Minimum 7 years experience maintaining, troubleshooting and supporting LC, MS and/or SFC instrumentation, preferably Waters
Prior Field Service experience as engineer
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