Field Service Specialist II

Waters; Cambridge (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

Waters Corporation in Cambridge, MA is seeking a Field Service Specialist to install, maintain and troubleshoot Waters' analytical instruments and informatics software at customer sites. You will establish strong customer relationships, deliver system level training and ensure regulatory compliance while advancing service contracts and opportunities for growth.

The role requires 2 years of instrument experience, a BS/BA in chemistry or biology or related field, and a valid driver's license with

Qualifications

• BS/BA in chemistry or biology or related field required or equivalent experience.
• 2 years of instrument installation, maintenance, troubleshooting or end-user support experience.
• Valid driver's license required.
• Willingness to travel, including overnight/international travel.

Responsibilities

• Install, maintain, troubleshoot Waters instrument suite (LC, LC/MS, HPLC/UPLC, SFC, Informatics).
• Establish and maintain strong customer relationships and ensure customer success.
• Lead customer communication and provide follow-up plans.
• Ensure compliance with regulatory requirements and quality procedures.
• Deliver system-level training at customer sites.
• Manage service inventory per Waters policies.
• Document field service activities and reports daily.
• Support business development opportunities and service contracts.

Skills

Customer focus

Communication

Time management

Analytical thinking

Problem solving

Education

BS/BA in Chemistry or Biology

Tools

CDS

SDMS

LIM

ELN

Job description

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer focused professionals that are technical authorities on Waters' product suite. As a Field Service Specialist, working for an industry leader, you'll join a global team of specialists that are crucial to ensure Waters' legendary service for our customers who utilize our scientific instrumentation and software.

In this role, you'll have the opportunity to provide technical expertise on Waters' innovative product suite (LC, LC/MS, HPLC/UPLC, SFC) for multiple customer laboratories spanning across the Pharmaceutical & Life Sciences, Chemical Materials, Clinical, Food, Environmental, Forensics, Academia and Government industries.

Waters Corporation is seeking a highly skilled, motivated and customer focused individual to join our renown Field Services Organization located in Cambridge,Massachusetts area.

Responsibilities

• Installation, performance maintenance, troubleshoot and support Waters' product suite (LC, LC/MS, HPLC/UPLC, SFC, Informatics)
• Establish and maintain effective relationships with external and internal customers ensuring their success
• Lead customer expectations, by communicating work performed and providing follow up plan if needed
• Ensure customer compliance regulations are followed
• Deliver system level training at customer sites
• Run service inventory according to Waters policies
• 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

• BS/BA in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education.

Experience

• 2 years of experience with installation, performance maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation, preference for previous Waters product suite (LC, LC/MS, HPLC/UPLC, SFC, Informatics)
• Valid Driver's License in good standing is mandatory
• Ability to perform effective system level troubleshooting
• Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN)
• Overnight travel as required including international travel for training

Competencies

• Must possess a strong customer focus
• 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 attitude with a strong aim to resolve open issues
• Excellent verbal and written communication skills

Company Description

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.

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.

Key Words

Chromatography, Field Service, Mass Spectroscopy