Sr Informatics Service Engineer

Waters Corporation; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Waters Corporation in Hyderabad seeks an experienced Field Informatics Support Engineer to drive customer success by implementing and supporting Waters’ informatics product suite in the field.

You will train customers, troubleshoot complex issues, and collaborate with Sales to identify service opportunities while adhering to quality and safety standards. This role requires 8–10 years in enterprise informatics within Life Sciences, strong communication, and the ability to work across territories.

Qualifications

• Education: Bachelor's/Master's in Computer Science or equivalent.
• 8–10 years in install, maintenance, troubleshooting of enterprise informatics in Life Sciences (CDS/LIMS/SDMS).
• Preference for Waters informatics product suite experience.
• Strong system-level troubleshooting skills.
• Understanding of scientific workflows with CDS, SDMS, LIM, ELN.

Responsibilities

• Install and maintain Waters informatics products (Empower, Waters_Connect, NuGenesis LMS, SDMS, EDS365) at customer sites.
• Establish and maintain relationships with customers to ensure their success.
• Manage customer expectations and provide follow-up plans as needed.
• Ensure compliance with regulations and health & safety standards.
• Deliver informatics product training at customer sites.
• Submit field service reports daily documenting work performed.
• Stay current on technology and customer needs in informatics.
• Collaborate with Sales to identify future service opportunities.

Skills

Strong customer focus

Strong communication skills

Analytical mindset

Time management

System-level troubleshooting

IT infrastructure knowledge

Education

Bachelors/Masters Degree in Computer Science or equivalent

Tools

Oracle DBA / SQL

Job description

Overview

As Field Informatics Support Engineer, you are an ambassador of Waters and will bring to the market Waters’ products and services. The candidate will demonstrates a clear grasp of understanding the customers’ business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing “customer success”. This position brings a great degree of flexibility working in the field. The role will be designated to either a territory and/or markets.

Responsibilities

• Installation, performance maintenance, troubleshoot and support Waters' Informatics product suite - Empower, Waters_Connect, NuGenesis LMS, SDMS,EDS365
• Establish and maintain effective relationships with external and internal customers ensuring their success
• Manage customer expectations, by communicating work performed and providing follow up plan if needed
• Ensure customer compliance regulations are followed
• Deliver Informatics Product level training at customer sites
• Issue field service reports daily to document work performed
• Maintain sound knowledge regarding the technology and customers' application demands
• Work with Sales team in respect to identifying future business development opportunities and needs for service contract sales
• Ensure that quality system procedures and Health & Safety standards are adhered to at all times

Qualifications

• Education: Bachelors/Masters Degree in Computer Science or equivalent
• Experience: 08-10 years of experience in installation, performance maintenance, troubleshooting, support and/or end user utilization of Entgerprise Informatics Solutions in Life Science domain - CDS, LIMS, SDMS etc,
• Preference for previous Waters product suite Informatics
• Ability to perform effective system level troubleshooting
• Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN)
• Skills: Must possess a strong customer focus
• Oracle DBA / SQL
• Working experience on IT Infrastructure - Server, Storage, Virtualization, Network, Cloud etc
• Strong communication skills; ability to communicate effectively to a diverse audience with specific customer needs
• Personal sense of integrity
• Effective time management skills
• System level approach to problem solving
• Analytical mindset with a strong drive to resolve open issues
• Excellent verbal and written communication skills
• Travel: This is a territory-based position with travelling within your designated territory, and occasional travels to other regions for activities such as governance of department, local business support, meetings and training.

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.