A Day in the Life of Dipesh Mistry, Principal Service, Support, and Development Engineer
Where does your Waters service engineer turn if they need help?
Let me introduce Dipesh. Dipesh works in Waters’ Global Service Support (GSS) department in Wilmslow, UK. The team supports field service engineers, writes supporting documentation, and advises on service requirements for new products. Dipesh has been at Waters for 16 years in a variety of roles including as a test and installation engineer, and as a field service engineer in the U.S.
My first job of the day is to prioritize my work including preparing for meetings and reviewing Customer Interaction Tracking (CIT) calls that are assigned to me. The CIT database is used to record the work done by engineers on customer instruments (a little like a car log book). Challenging service calls are escalated to GSS for additional support when required.
I reply to a couple of calls via the CIT system and one via remote access.
9:00 – 9:30
Today’s first meeting is a weekly meeting with our time-of-flight mass spec support team in Asia. We have three regional GSS teams providing field service engineers complete system support across all time zones. This is a great opportunity to share experiences, ensure we offer a consistent service to all our customers across the globe, and learn from different departments.
9:30 – 9:45
At 9:30 every Monday morning is a project “stand-up” meeting for a new product. It’s a rapid update on the progress of the project, where we’re identifying hurdles so that they can be efficiently addressed. Stand-up meetings are followed up later in the week with a detailed project meeting. It is great to be involved early in the project to ensure serviceability features are designed into the system. As the project progresses I will liaise within my team and other departments to ensure everything is in place prior to instrument shipment.
9:45 – 10:00
Quick tea break!
10:00 – 11:00
Team meeting – Our department has recently been re-organized. The new structure has specialists in software, separations, quadrupole MS, and time-of-flight MS in each team. We are finding new ways of working where we now support the system rather than an instrument within a single team.
11:00 – 12:30
I pop into the Qualification lab to have a look at an LC-Tof system. It’s great to be able to support internal Waters customers as well as field service engineers.
12:30 – 13:00
13:00 – 15:45
I follow up with the CITs that I reviewed this morning and any new requests that have arrived during the day; some have now been resolved and can be closed. The remaining CITs now have the additional data required to move forward with a stepwise troubleshooting approach.
One of the trouble shooting approaches I write up as an article in our Knowledge Centred Support (KCS) system. This is where in-depth articles can be created and stored based on whether there was a solution. The idea behind KCS is to share knowledge quickly and easily based on a search engine similar to Google. Articles can be ranked on usage with a smiley face or unhappy face and the amount of times it was useful.
To find out more about other ways we ensure customer success beyond instrument specifications check out how the Waters Xevo QTof instrument can transform your lab.
We hope you enjoyed taking a look behind closed doors at Waters Wilmslow! If there is anyone else you would like to hear from at Waters why not tweet us @WatersCorp using the hashtag #behindcloseddoors.
A Day in the Life at Waters…
- Mark Halifax, Senior Analytical Scientist, Systems Evaluation
- Michelle Wood, R&D Toxicology Manager, Scientific Operations
- Ian Davidson, LC-MS System Service Engineer
- Vicky Starkie, Customer Success Team
- Dipesh Mistry, Principal Service, Support, and Development Engineer