Job Location IN-KA-Bangalore

An Expert Centre Specialist or ECS will act as a liaison, provide product/services information, and resolve any emerging problems that our customers might face. They embody the Waters corporate identity in appearance, demeanor, values and ethics. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible.

The role is for one year contract on 3rd party payroll.

• Manage incoming Web Requests for technical queries.

• Manage the customer journey from the logging of a corrective call to successful completion, setting expectations and delivering an exceptional customer experience throughout

• Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximize customer satisfaction.
• Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely.
• Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
• Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
• Maintain Customer call tracking database in accordance with Company Policy.
• Drive internal and Customer KPI's to best in class standard.
• Approximately 80% of time on Expert Centre activities remaining 20% on customer sites delivering services.

• Education to a minimum of Degree level in Electronics / Instrumentation / Chemistry
• Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3+ years)
• Good communication skills both written and verbal, and enjoy personal interaction and relationship building
• Impeccable customer skills with a high level of attentiveness and empathy
• Highly organized with good time management skills and a can-do attitude
• Strong problem-solving skills and the ability to think innovatively and outside the box
• An ability to negotiate both internally and externally with various stakeholders including customers
• Desire to expand knowledge, learn, grow and develop in a fast-moving business environment
• An early adopter and someone who embraces and advocates new technologies
• Willingness to travel up to 25% of the time.

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed