Job Details
Location ** Field Service Support Specialist**
Req. # 16056 Company Name TA Category Technical Support US-DE-New Castle Type Regular Full-Time ** Overview**
At TA Instruments we are looking for an In-house (New Castle, DE) Technical Support Specialist Team Lead with a keen eye for trouble-shooting and excellent customer service skills in order to provide support to Field Service Representatives, Technical Representatives, Territory Managers, & Applications Support Engineers who are experiencing complex instrument and/or software problems. This team lead will be located in the US working in the Thermophysical, Thermal Diffusivity, and our Mecanical Testing product lines and will be reporting to the Global Service Support Manager.
** Typical tasks of the position include, but are not limited to**
* Act in a team lead role to coordinate and facilitate support team members while being an active support specialist.
* Provide support (diagnosis and troubleshooting) directly to customers/users via phone and/or email when problems have escalated to a higher degree of complexity.
* Travel domestically and internationally to provide support and training to customers and service organizations.
* Provide basic and advanced service training to Field Service Representatives.
* Prepare and maintain necessary training materials.
* Report design, reliability and maintenance problems or bugs to design Engineering/Software Engineering through direct communication/interaction.
* Follows up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.
* Represent Service Department at general quality meetings and/or projects that require approval for shipment (AFS).
* Create and distribute Service Reference Documents, with important Service information, to a worldwide distribution.
* Prepares and Maintains required ISO service procedures.
** The successful candidate will have a combination of knowledge, skills, and experience that would include the following**
**Education:**
* Bachelors Degree preferred in the following fields: Mechanical Engineering, Electrical Engineering or Materials Science Engineering.
**Experience:**
* Prior experience supporting Analytical Instrumentation
* Prior Customer Support experience
* Working knowledge of networking also 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.
* Must possess strong Writing/English skills to create Technical Documents
* Demonstrated knowledge in the use of a variety of desktop computer hardware, operations systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.
**Competencies:**
* Must possess a strong customer focus
* Interpersonal savvy, communicate with different expertise levels appropriately and change your approach to meet customers needs
* 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 mindset with a strong drive to resolve open issues
* Excellent verbal and written communication skills
**Travel:**
* 30-40% Overnight Travel to customer sites as needed domestically an internationally (all travel expenses paid for my company)
* Must be willing to go into the office 2-3 days per week & some work from home flexibility
* A clean driving license and a valid passport will be required
** Company Description**
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. Were the problem solvers and innovators that arent afraid to take risks to transform the world of human health and well-being. Were all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
*Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.*
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**Equal Opportunity Statement**
It is the policy of TA Instruments to recruit, hire, and retain the best-qualified workforce while meeting the Companys commitment to affirmative action and equal employment opportunity. TA Instruments does not discriminate against any qualified candidate for employment because of race, color, national origin, ancestry, religion, religious creed, age (40 or older), disability (reasonably accommodated by TA Instruments), medical condition, sex, marital status, sexual orientation, gender identity or expression, protected veteran status, pregnancy, genetic information or any other factor prohibited by law.
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