Remote Senior Systems Specialist, Field Service

Waters Corporation; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Waters Corporation is seeking a Principal Systems Specialist to support customers and field service teams across the Central and Western United States. The role emphasizes advanced system-level expertise, escalation handling, technical training, and content development for AI-driven troubleshooting and RAG platforms.

The candidate will travel frequently, mentor service teams, and contribute to process improvements while ensuring compliance with Waters quality and safety standards.

Qualifications

• Bachelor's degree in a related scientific or technical field.
• 8+ years of experience supporting analytical instrumentation, laboratory software, or related scientific technologies in a customer-facing environment.
• Experience delivering technical training and mentoring to customers and cross-functional teams.
• Experience with AI-enabled service tools, knowledge management systems, RAG-based content, or digital service content development is highly desirable.

Responsibilities

• Establish and maintain strong relationships with customers, field service teams, sales, and product groups to ensure customer success.
• Provide the highest level of technical support for complex instrument, software, and application escalations across Waters portfolio (including Wyatt technologies).
• Lead system-level troubleshooting and root cause analysis to resolve critical issues and minimize downtime.
• Mentor Field Service Specialists and deliver advanced technical training at Waters facilities and regional events.
• Develop and maintain technical content for knowledge management systems and AI-assisted service tools.

Skills

Advanced troubleshooting

System-level diagnostics

Customer-focused mindset

Verbal and written communication

Training and mentoring

Project management

Cross-functional collaboration

Salesforce Field Service Lightning

AI-assisted service content

Wyatt detector technologies

Education

Bachelor's degree in Chemistry, Biochemistry, Biology, Engineering, Computer Science, or related

Tools

Wyatt detector technologies

LC/UPLC/LC-MS instrumentation

Salesforce Field Service Lightning

Job description

Waters Corporation is seeking a Principal Systems Specialist to support customers and field service teams across the Central and Western United States. The role emphasizes advanced system-level expertise, escalation handling, technical training, and content development for AI-driven troubleshooting and RAG platforms.

The candidate will travel frequently, mentor service teams, and contribute to process improvements while ensuring compliance with Waters quality and safety standards.