Principal Escalations and Expert Centre Specialist

Join our Escalation & Expert Centre team to deliver swift, expert resolutions to challenging customer issues. As the Escalation and Expert Centre Specialist, you will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face.

Requirements

• Manage Level 2 Hardware Escalations for Waters - India
• Manage incoming Web Requests, email and phone lines for technical queries
• Manage the customer journey from the logging of a corrective call to successful completion
• Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues
• Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’
• Practice commercial awareness to position billable and plan solutions to our customer to drive their success
• Maintain Customer call tracking database in accordance with Company Policy
• Drive internal and Customer KPI's to best in class standard

Benefits

• Waters complies with all applicable federal, state, and local laws regarding equal employment opportunity
• Diversity and inclusion are fundamental to our core values at Waters Corporation
• Waters is proud to be an equal opportunity workplace and is an affirmative action employer