Clinical Technical Specialist

Waters Corporation; Mumbai; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Waters Corporation in Mumbai seeks a Clinical Technical Specialist to support our India Customer Success Team. You will provide on-site and remote technical support for Waters Clinical solutions across India and APAC, handling installations, maintenance, training, and complaint management.

The role requires a degree in a related field and at least 3 years of LC/MS service experience, with strong communication and problem-solving skills. Travel and customer interaction are involved.

Qualifications

• Degree in Biochemistry, Chemistry, Physics, Engineering or similar; postgrad degree a clear advantage.
• At least 3 years UPLC-MSMS service experience.
• Strong technical support, maintenance, calibration and troubleshooting with LC/MS instrumentation.
• Experience using LC/MS instrumentation (Waters preferred) in clinical/forensics/IVD settings preferred.
• Valid Driver's License.

Responsibilities

• Provide on-site and remote technical support for Waters Clinical systems, ensuring optimal instrument performance and workflow efficiency.
• Install, maintain, troubleshoot, and repair Waters clinical instrumentation per company standards and service commitments.
• Support clinical customers and ensure fulfillment of contracted service plan commitments.
• Investigate customer concerns and develop corrective action plans, managing escalations to resolution.
• Respond rapidly to customer issues to minimize downtime and ensure timely patient results.
• Manage and document customer complaints per quality and regulatory procedures.
• Record all interactions, service activities, and findings in CRM systems.
• Deliver customer training on system operation, maintenance, best practices, and post-sales deployment of clinical apps.
• Collaborate with Commercial, Applications, Service, and Global Support teams to deliver outcomes.
• Maintain knowledge of Waters clinical tech, trends, and customer lab needs.
• Adhere to Waters quality, regulatory standards, and Health & Safety procedures.
• Support growth initiatives, including customer evaluations and regional projects.

Skills

Customer focus

Communication skills

Time management

Analytical thinking

Team collaboration

Problem solving

Documentation

Training delivery

Education

Bachelor's degree in Biochemistry/Chemistry/Physics/Engineering

Tools

UPLC–MS/MS

Waters LC/MS

Instrument calibration

Job description

Overview

Waters Corporation, the world’s leading specialty measurement company committed to inclusion and diversity, is seeking a Clinical Technical Specialist to join our India Customer Success Team, based in Mumbai. This role is instrumental in supporting the growth of our Clinical business in India and the wider APAC region. The Clinical Technical Specialist will provide on-site technical support to customers specializing in Clinical Diagnostics, Forensic, Toxicology, and Newborn Screening. Support will be delivered both in person and remotely, ensuring consistent and high-quality service. In addition, the specialist will be responsible for managing customer complaints related to Waters Clinical product offerings, following established complaint handling processes to maintain a high level of compliance and customer satisfaction. We are looking for a highly skilled, motivated, and customer-focused individual to be based in Mumbai, India and contribute to the success of our APAC Clinical team. As a global organization, Waters provides endless opportunities for learning, growth, and career development. Many of our team members have successfully advanced their careers—whether by deepening expertise in their current roles or transitioning into new areas such as applications support, sales, global support, or leadership.

Responsibilities

Responsibilities:

The primary responsibility of this role is to ensure the success of our clinical laboratory customers in India by providing comprehensive system-level support, including installation, maintenance, troubleshooting, training, and ongoing technical support for Waters Clinical solutions. This position may also provide support across the wider APAC region as business needs require.

• Provide on-site and remote technical support for Waters Clinical systems, ensuring customers achieve optimal instrument performance and workflow efficiency.
• Install, maintain, troubleshoot, and repair Waters clinical instrumentation in accordance with company standards and customer service commitments.
• Support Waters clinical customers and ensure fulfillment of all contracted service plan commitments.
• Investigate customer concerns and develop effective corrective action plans, taking ownership of escalations through to successful resolution.
• Respond rapidly to customer issues to minimize laboratory downtime and support the timely delivery of patient results.
• Manage and document customer complaints in accordance with established quality and regulatory procedures.
• Accurately record all customer interactions, service activities, and technical findings within designated service and customer relationship management systems.
• Deliver customer training on system operation, maintenance, best practices, and post-sales deployment of approved clinical applications.
• Collaborate closely with Commercial, Applications, Service, and Global Support teams to deliver exceptional customer outcomes.
• Maintain current knowledge of Waters clinical technologies, industry trends, and evolving customer laboratory requirements.
• Adhere to all Waters quality system requirements, regulatory standards, and Health & Safety procedures.
• Support business growth initiatives, including customer evaluations, product introductions, and regional clinical projects as required.

Qualifications

Qualifications and Experience:

• A degree in Biochemistry, Chemistry, Physics, Engineering or similar, a post graduate degree is a clear advantage.
• At least 3 years UPLC-MSMS service experience.
• Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation.
• Previous experience using LC/MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred.
• Valid Driver's License.

Skills:

• Must possess a strong customer focus
• Strong communication skills, ability to communicate effectively to a diverse audience with specific customer needs
• Result oriented with a balance of excellent team cooperation
• System level approach to problem solving
• Analytical approach with a strong drive to resolve open issues
• Personal sense of integrity
• Effective time management skills

Company Description

Waters Corporation (NYSE:WAT)is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state,and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status,or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.