LCMS Clinical Support Specialist

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 over 60 years. With approximately 8,000 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 and TA Instruments 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.  

LCMS Clinical Support Specialist

Overview

The Waters Clinical Division in Europe is looking for a Clinical Support Specialist. In this role, you will play a crucial role in supporting our Waters clinical customers. You will be part of a team of 13 clinical support specialists covering the entire European region. Having both pre and post-sales support responsibilities in the clinical diagnostics and forensics field, you will be the point of contact for application related support both remote and onsite. You will interact with both customers and internal stakeholders such as account managers, field service engineers and expert center people.

Responsibilities

The main responsibilities are to:

• Carry out sample analyses and/or demonstrations on our Waters clinical UPLC and LC/MSMS systems as part of the sales process. The main demo labs in the EU are located close to Milan, Manchester, Paris, Stockholm, Frankfurt, Barcelona, Antwerp and Zürich. Specifically for this role, the aim is to be mainly active in Italy as well as occasionally being a back-up for the other countries.
• Assist and/or join the clinical account managers prior to or during sales visits with scientific advice on our clinical systems as part of the sales process. 
• Be present and/or actively contribute during clinical user meetings or seminars with presentations, workshops, training sessions. 
• Provide hardware, software and application training on new and existing products to customers, both remote, onsite and inhouse as part of an instrument sale or sold separately. 
• Provide support to Waters’ clinical customers on clinical applications (from sample preparation, automation, over UPLC and LC/MSMS analyses to data processing) as part of the clinical expert center. Primary contact is via telephone, email, Teams but also on-site visits. You’ll need to work in a compliant way with escalated clinical cases in Salesforce for which our help is needed. 
• Provide application support and internal training to team members, service engineers and sales colleagues.

Qualifications

To meet the requirements of our customers, clinical support specialists need a high level of independence, knowledge, problem-solving skills, creative thinking.

In this role the clinical support specialist combines excellent scientific skills with strong commercial business acumen, an understanding of the market needs, and the desire to contribute to the customers’ success by helping them choose the best system solution from Waters product portfolio.

The clinical support specialist needs the following skills:

• Will show a deep and advanced knowledge in the areas of clinical diagnostics and forensics.
• Frequently applies creative and unconventional solutions to complex technical problems. Develops and implements customized solutions to highly complex, multi-dimensional problems, projects and situations to meet customer specific needs.
• Provides complex and highly visible customer support and is capable of diagnosing and solving any application related problem.
• Understands customer business strategy in order to recommend solutions and predict customer needs.
• Contributes to the development of new training methods or strategies to improve demo projects.
• Develops and Conducts technical training which address theory and use of our technologies.
• Deals with comprehensive product solutions for strategically important accounts in a large territory.
• Independently prioritizes projects and initiatives.
• Demonstrates significant judgement and freedom to act when analyzing data and selecting methods/techniques for obtaining solutions.
• Will very often work 100% independently.
• Will often influence the activities of others in the team and has the ability to teach a variety of complex technical concepts to a broad audience. Will mentor lower level support specialists.
• Typically requires a science postsecondary degree and at least 8 years related experience, or an equivalent combination of education and experience. Has deep and advanced knowledge in area of specialization, and maintains substantial knowledge of state-of-the-art principles and methodologies.
• You want to travel 30-50% of your time, mainly in Italy.
• You live close to a major airport in Europe.