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Technical Support Specialist

2 months ago

New Castle Delaware, United States Waters Corporation Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Waters Corporation. As a Technical Support Specialist, you will play a critical role in providing technical support and training to our customers and field service representatives.

Key Responsibilities
  • Provide technical support and troubleshooting to customers and field service representatives via phone and/or email.
  • Travel domestically and internationally to provide support and training to customers and service organizations.
  • Develop and deliver basic and advanced service training to field service representatives.
  • Prepare and maintain necessary training materials.
  • Report design, reliability, and maintenance problems or bugs to the technical team.
  • 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 to a worldwide distribution.
Requirements
  • Associates degree in electronics, engineering, or other science-related field.
  • Bachelor's degree preferred, or minimum 5 years of technical service experience.
  • Prior field/technical and/or manufacturing experience supporting TA Instruments' instrumentation 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.
Competencies
  • 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 Requirements

10 to 30% overnight travel required. Clean driving license/record and a valid passport will be required.