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Waters Principal Service, Support and Development Engineer in Milford, Massachusetts

Waters Corporation is currently seeking a Principal Service, Support and Development Engineer who will provide day-to-day technical support to the global service organization, internal customer technical support groups, and deliver technical training instruction for field support. Technical support includes assistance with operation, troubleshooting, maintenance and validation of Waters' products and technologies. In this role, the individual provides technical support to escalated product/application issues experienced by the Field Operations or direct customers. The support includes Waters systems/instrumentation, Empower Chromatography data software and specific systems/applications solutions for targeted customers and markets.

The Principal Service, Support and Development Engineer must be able to work across various departments and levels of the Waters organization as well as external vendors, including Quality, Development, Evaluation, Product Management, Manufacturing and the Field Operations.

  • Provides technical support to the Global Field Operations and customers, as required

  • Document support activities using Compass and JIRA/CRI

  • Write service notifications (technical bulletins)

  • Visit customer sites to perform installations and troubleshooting to assist the local Field Operations

  • Lead project teams in support of product, application or customer related concerns, including field escalations

  • Test and evaluate systems solutions within the scope of the Service Support organization

  • Recommends and/or evaluates new service support approaches and technologies that would benefit the Reseller organization and/or our customers

  • Coordinate and develop OEM vendor relationships with respect to ongoing support

  • Provide guidance to other members of the Service Support team with respect to technical and business requirements for new systems and applications.

  • Bachelor’s Degree in Life Sciences, Computer Science or similar, or equivalent relevant experience

  • Minimum of 8 years industry experience providing technical support to scientific applications/software (preferably Waters Software such as Empower, NuGenesis, MassLynx or Unifi).

  • Prior experience providing technical support within a scientific software/instrumentation vendor or internally within a customer strongly preferred

  • Experience with supporting LIMS, ELN, SDMS type of software/applications nice to have

  • Prior experience supporting Microsoft o/s, Oracle databases, enterprise networks, web services, computer hardware and chromatography software application

  • Extensive knowledge of Waters products and markets, including applications, systems and solutions

  • Position will require global travel (approximately 15 – 20% of the time)

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.

Support, Empower, UNIFI, NuGenesis, Oracle, MassLynx

Company Name: Waters Division

External Company URL:

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