Service Enablement Specialist

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Overview

As a Service Enablement Specialist, you will play a key and pivotal role in supporting our Waters service teams and our customers across the Northern Europe region.

The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience. The results of which are tangible service department efficiency gains, revenue generation, cost reductions and increased levels of customer satisfaction.

The role will involve active collaboration and communication with multiple internal parties including our field service engineers, service sales, service management and finance & administration teams.

Liaising and communicating directly with our customers is of primary importance in this position, to ensure they are timely and well informed of planned services and their expectations are managed clearly and precisely.

Following up on all Billable Service-related enquiries with our customers, managing your own CRM opportunities, with a goal of winning all possible Service Revenue and keeping discount levels with agreed limits.

Main Responsibilities

Responsibilities

• Building, developing, nurturing, and maintaining strong and meaningful customer and internal relationships.
• Performance Maintenance Planning. Creating PM records, ensuring parts are ordered and delivered on time, effective scheduling of engineers and informing customers throughout the process. An ability to quickly respond and successfully manage any deviations whilst maintaining customer satisfaction.
• Managing your own CRM opportunities, follow up with customers in a timely manner to understand their needs with a goal of getting all our customers to use Waters Service Parts and labour when required on our Instruments. Present Win/Lost business to management.
• Service Sales. Supporting the Service Sales business so we achieve our AOP. Create Service Sales quotations, liaise with customers regarding their needs. Maintain our iBase system to ensure accuracy in customers Water’s equipment.
• Inventory Management. Collaborating with engineers, 3 rd party vendors, management, and finance teams to ensure inventory levels are managed to budget. Take ownership in ensuring Service Inventory is returned to Milford USA, Wilmslow UK & Singapore, in a timely manner. Active participation in inventory stock checks and audits throughout year.
• Reporting and Processing. Daily and weekly processing of Work Orders and any associated credits. Generating and reviewing business reports to help optimise processes, drive efficiencies and improvements within the service function.
  

Other Responsibilities Associated To The Role

• Visit customer sites to build relationships and streamline planning activities.
• Ownership of the warranty processes, ensuring returns are submitted timely and accurately for parts and instruments whilst ensuing all credits are received and processed.
• Building spare part auto-replenishment inventory processes for customers and field service engineers within our SAP system.
• Attend and participate in service meetings, assist with onboarding and training of new hires and cross functional training of other departmental teams and members on business processes and systems.
• Manage Field Service Engineer tools, including purchasing and re-calibration. Effectively manage the logistics, storage and tracking of loan equipment and instruments.
• Act as the primary logistic co-ordinator for the service department, liaising, working with and developing relationships with Waters external logistic partners.
  

Qualifications

Competencies, Behaviours and Requirements:

• Self-motivated, and ability to use own initiative to perform work with a strong ‘can do’ attitude.
• Well organised and composed, with good planning and time management skills.
• Possess excellent communication skills both written and verbal, and enjoy personal interaction and relationship building.
• Willing and flexible to complete a wide variety of tasks dynamically and to a high standard.
• A high level of attentiveness and focus on customers.
• Strong Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures.
• Desire to expand knowledge, learn, grow, and develop in a fast-moving business environment.
• Excellent computer skills, ability to work with MS Office, SAP, and CRM systems.
• Fluent in Dutch, English and French.
• Able to travel when required to other Northen european countries.
  

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. 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 the insights needed today in order to solve the challenges of tomorrow.