Principal Field Service Engineer

Overview

As a HRMS Principal Field Service Engineer, you are an ambassador of Waters and will bring to the market Waters' products and services. The candidate will demonstrate a clear grasp of understanding the customers' business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing "customer success". This position brings a great degree of flexibility working in the field. The role will be designated to either a territory and/or markets.

Responsibilities

• Installation, performance maintenance, troubleshoot and support Waters' HRMS product suite
• Establish and maintain effective relationships with external and internal customers ensuring their success
• Manage customer expectations by communicating work performed and providing follow up plan if needed
• Ensure customer compliance regulations are followed
• Deliver system level training at customer sites
• Manage service inventory according to Waters policies
• Issue field service reports daily to document work performed
• Maintain sound knowledge regarding the technology and customers' application demands
• Work with Sales team in respect to identifying future business development opportunities and needs for service contract sales
• Perform system and application training as well as technical support to customers after the product installation. Offer expert product guidance and troubleshooting to customers.
• Ensure that quality system procedures and Health & Safety standards are adhered to at all times

• Bachelor degree in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education

• 10 years of experience with installation, performance maintenance, troubleshooting, support of HRMS product
• Ability to perform effective system level troubleshooting
• Understanding of the scientific application workflow along with the scientific software systems
• HRMS application experience preferred

• Must possess a strong customer focus
• Strong communication skills; ability to communicate effectively to a diverse audience with specific customer needs
• Personal sense of integrity
• Effective time management skills
• System level approach to problem solving
• Analytical mindset with a strong drive to resolve open issues
• Excellent verbal and written communication skills

• This is a territory-based position with travelling within your designated territory, and occasional travels up to 50% within China for activities such as governance of department, local business support, meetings and training.