Position Overview
Responsibilities
Roles & Responsibilities :
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, 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 maximise 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.Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’.Provide customers with high quality technical advice and direction,...