Senior Field Service Specialist

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer-focused professionals that are technical experts on Waters’ product suite. In this role, you will be supporting all aspects of our clinical market segment, including both liquid chromatography (LC) and mass spectrometry (MS) products. The Senior Field Service Specialist will provide on-site support to our customers. In addition, the Field Service Specialist will follow our complaint handling process for Waters Clinical product offerings, ensuring a high level of compliance.

Waters Corporation is seeking a highly skilled, motivated and customer-focused individual to join our Advanced Diagnostics Division in the Bay Area, CA.

Responsibilities

• Installation, performance maintenance, troubleshoot and support Waters' product suite (LC, LC/MS, HPLC/UPLC, Informatics), primarily focused on LC/MS systems used for newborn screening applications
• 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 system level training at customer sites
• Manage 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

• Minimum Bachelor's degree in Analytical Chemistry, Biology, Physics, Engineering or related field of study. Will also consider applicants with equivalent experience, training, and education.
• Minimum of 3+ years work experience specializing in mass spectrometry, preferably as a service engineer or within a clinical laboratory setting, newborn screening experience is a plus
• LC experience preferred but not required
• Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation
• Previous experience using LC or MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred
• Valid Driver's License in good standing is mandatory
• Ability to perform effective system level troubleshooting
• Overnight travel as required, including international travel for training

Competencies:

• Ability and drive to motivate and develop direct reports and others
• Interpersonal savvy in prioritizing customer needs with effective business decisions
• Create a culture of accountability, while empowering team members
• Personal sense of integrity and trust
• Ability to identify, prioritize, and manage critical issues, to avoid escalations/conflicts at a later stage
• Effective time management skills
• Ability to translate data into actionable information
• Strong negotiation skills
• Excellent verbal and written communication skills

Further, be notified that in the course of the performance of your job you may be required by Waters and/or a customer of Waters Corporation to submit to an additional background check and/or other additional screenings to attain access to that customer's facility.

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.

Key Words

Chromatography, Management, Field Manager, Service, Mass Spectroscopy