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
• Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely
• Provide customers with high quality technical advice and direction
• Practice commercial awareness to position billable and plan solutions to our customer to drive their success
• Carry out site work such as PM visits installations, support and product training sessions
• Maintain Customer call tracking database in accordance with Company Policy
• Drive internal and Customer KPI's to best in class standard

Benefits

• Opportunity to work in a dynamic and fast-paced environment
• Chance to develop skills and knowledge in a leading company
• Collaborative and inclusive team environment
• Opportunities for career growth and development