at TA Instruments in New Castle, Delaware, United States
Field Service Support Specialist
At TA Instruments we are looking for an In-house (New Castle, DE) Technical Support Specialist 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 position will be located in the US working on the Thermal product line and will be reporting to the Global Service Director.
Typical tasks of the position include, but are not limited to
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
Bachelors Degree preferred in the following fields: Mechanical Engineering, Electrical Engineering or Materials Science Engineering.
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.
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
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
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. We're the problem solvers and innovators that aren't afraid to take risks to transform the world of human health and well-being. We're all in it together delivering benefit as one to provide... For full info follow application link.
It is the policy of TA Instruments to recruit, hire, and retain the best-qualified workforce while meeting the Company’s 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.