Waters EMEAI - Field Service Engineer in Brussels, Belgium
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 6,500 employees and is represented in more than 100 countries around the world.
The success of the role is measured on your ability to provide correct diagnostics, maintain customer relationship and utilise your technical and chemistry skills in assisting the customer with relevant applications in their scope of work/research.
Purpose and Scope of Role
The Waters Benelux service team is an engaged team of LCMS system support specialists for the Benelux territory.
The scope of service provided to the customer base encompasses installation, performance maintenance, corrective repair and qualification of our portfolio of products in a blue-chip multi-sector environment. The role is customer facing and will require analysis and correction of systems installed on the customer’s premises. The success of the role is measured on your ability to provide correct diagnostics, maintain customer relationship and utilise your technical and chemistry skills in assisting the customer with relevant applications in their scope of work/research.
Focus on customer satisfaction metrics and customer Service Level Agreements (SLA’s) to the required contractual levels is a key priority. The role requires a 95% Customer Facing Activity and 5% Office Based Activity in which the post holder will focus time on corrective repair, inventory management, customer relationship management, and developing your product and technical knowledge to remain a competent engineer in a business as a leader in the sector.
Deliver high quality service and support to customers, both face to face and remotely.
Carry out routine maintenance, emergency repairs and general technical support for users of Waters products in the Belgium and occasionally in Benelux and Central Europe region.
Plan and deliver New Product Implementation, Scheduled Performance Maintenance, Qualification, System Relocations and Technology/Software Upgrades.
When on customer site through diagnostics or observation ensure compliance to relevant legislation surrounding the product and its use.
Provide training and guidance to customer to ensure they maintain compliance and ensure the smooth safe operation of Waters equipment in their laboratories.
Manage the customer relationship and liaise as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met.
Effectively manage own dispatch, customer calls, administration and inventory ensuring you optimize your time and delivery against the metrics set within the business.
Follow Waters HSE, quality and code of conduct with diligence and ensure that HSE requirements of customer sites are adhered to (in particular any Protective Personal Equipment is worn and in good condition). Work effectively across the matrix structure of the business and within the Benelux Service Team.
The role may require overnight stays and provision of on-call service to facilitate support of customer environments and specific customer projects that fall outside of normal working hours.
Any other additional task consummate with the level and scope of the role as deemed by management of Waters.
Competencies/behaviours and attitude:
Demonstrates a “can do” attitude, and presents themselves as an “ambassador” of Waters in the most professional way.
HARDWARE: Have / will acquire in the short term excellent hardware knowledge on Waters LC family, Waters Quad MS and / or TOF MS instrumentation as well as different LC and MS options.
SOFTWARE: Have / will acquire in the short term a good working knowledge of the software platforms (Empower, MassLynx, UNIFI, ...)
Good knowledge of all supported Operating Systems and have a basic computer networking understanding.
Have strong interest/affinity and focus on technical as well as application problem solving.
Can easily interact with customers, field service engineers, service managers and resources within and outside the Waters Organisation in order to quickly acquire and forward meaningful information.
Strong analytical mind-set and strong drive to resolve open issues.
Able to work in a highly demanding and fast changing environment.
Excellent reporting skills.
English language mandatory. Able to communicate fluently at technical level in multiple languages (Dutch, French) is a plus.
A clean driving license and passport will be required, together with a disclosure of any criminal convictions. Our customers work in sensitive and confidential government areas.
Company Name: Waters Division
External Company URL: www.waters.com