Global Technical Services: Senior Systems SME

Becton Dickinson NA; Sparks Corner (MD); On-site; USD 83,000 - 133,000; Full time

Job summary

Waters Corporation is seeking a Senior System Support Specialist to join our Global Technical Services team in Sparks, MD. As an SME, you will lead resolution of escalations, analyze product health and service performance, and drive continuous improvement, sustaining, and new product introduction initiatives.

You will partner with R&D and learning teams to create training materials, support product launches, field updates, and service readiness, with up to 15% domestic and international travel.

Qualifications

• Bachelor's degree in Engineering or related technical discipline.
• 7+ years of experience in Service Engineering, Field Service, Systems Engineering, Mechanical Engineering, or a related technical field.
• 3+ years of project management experience.
• Proficiency with Microsoft Office applications, including Project, Excel, Word, and PowerPoint.
• Experience with enterprise platforms such as SAP, ServiceMax, Salesforce, Power BI, or similar business systems.

Responsibilities

• Serve as the technical Subject Matter Expert (SME) for assigned product(s) and act as the primary liaison between Global Technical Services and cross-functional teams supporting existing and future products.
• Support product development, sustaining engineering, and lifecycle management projects by representing the voice of service and ensuring design for serviceability, field readiness, and customer support requirements are incorporated into business objectives.
• Provide global technical leadership to regional service organizations with a focus on enhancing service effectiveness, operational performance, and customer experience.
• Monitor product health, reliability, and service performance metrics and make recommendations for continuous improvement and operational efficiencies.
• Lead regional service readiness activities and product rollouts for assigned products.
• Develop, implement, and maintain customer support strategies for new and existing products based on global service capabilities and commercial requirements.

Skills

Project Management

Analytical Skills

Communication

Decision Quality

Problem Solving

Cross-functional Collaboration

Leadership

Adaptability

Training & Mentoring

Education

Bachelor's in Engineering

Tools

Microsoft Office

Microsoft Project

Excel

PowerPoint

Word

Power BI

SAP

ServiceMax

Salesforce

Job description

Waters Corporation is seeking a Senior System Support Specialist to join our Global Technical Services team in Sparks, MD. As an SME, you will lead resolution of escalations, analyze product health and service performance, and drive continuous improvement, sustaining, and new product introduction initiatives.

You will partner with R&D and learning teams to create training materials, support product launches, field updates, and service readiness, with up to 15% domestic and international travel.