Principal Applications Service Support Specialist
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Overview
Waters is a leader in life sciences tools, starting with liquid chromatography technologies in the 1960s. Since then, Waters has pioneered analytical techniques across markets including Clinical Diagnostics, Food & Environmental, Pharmaceuticals, and Materials. In Clinical Diagnostics, Waters has leading LC-MS technologies, which are already used for many applications including therapeutic drug monitoring, newborn screening, and endocrinology. With the growth in precision medicine, it is an exciting time for LC-MS in clinical diagnostics. Our vision is for Waters to lead the continued broad-based adoption of LC-MS, accelerated by innovation including new ionization methods, improved ease of use, and novel applications in ‘omics’ research and anatomical pathology. Reporting to Julius Aguila, this position will join a passionate, agile team to develop innovative solutions to address high unmet needs and establish Waters as the leader in clinical LC-MS diagnostics markets. This position is based in Wilmslow UK or Milford MA.
Responsibilities
* Global Technical Support: Deliver real-time, expert-level support to the Global Field Clinical Service team for Waters Clinical Diagnostics products, including hardware, software, and application-specific modules. Support is primarily provided via phone, email, and remote tools.
* Clinical Applications Ownership: Take full ownership of Clinical Applications Support, ensuring timely and effective resolution of complex application-related issues.
* Field Relationship Management: Build and maintain strong, collaborative relationships with field service teams to ensure high levels of customer satisfaction and service excellence.
* Tools & Equipment Evaluation: Assess and recommend specialized tools and diagnostic equipment; provide instruction and best practices for their effective use.
* Product & Quality Feedback Loop: Act as a liaison between the field and internal teams by documenting and communicating product issues to Quality and Product Management; contribute to the creation of service procedures and technical bulletins.
* New Product Service Strategy: Define service strategies for new products, including spare parts planning, service manuals, maintenance protocols, warranty terms, and validation requirements (in collaboration with Product Management and Customer Assurance).
* New Product Introduction (NPI): Participate in cross-functional NPI projects, contributing to training, spare parts readiness, tool identification, and serviceability assessments using defined quality processes.
* Service Excellence Initiatives: Design and implement programs that enhance the quality and efficiency of global clinical support services.
* On-Site Support: Conduct customer site visits for system installations, advanced troubleshooting, and escalated issue resolution, if required.
* Subject Matter Expertise: Maintain deep expertise in assigned product areas, including hardware, software, and clinical applications.
* Mentorship & Coaching: Provide technical mentorship and guidance to service support team members, especially in the context of new product introductions and evolving business needs.
* Innovation & Continuous Improvement: Identify and recommend new service tools, technologies, and methodologies that enhance field service capabilities and customer outcomes.
* Process Knowledge: Develop a strong understanding of the call management and escalation process to ensure efficient case handling and resolution.
Qualifications
* Education: Bachelor’s degree (BSc) in a relevant technical field or equivalent combination of education and industry experience.
* Experience: Minimum of 10 years in the clinical diagnostics or related technology industry with a proven track record in technical and customer-facing roles.
* Product Expertise: Extensive hands-on experience with Waters’ products and clinical applications, or comparable experience in a related industry.
* Customer & Field Experience: Prior experience in customer support or field service roles; strong interpersonal skills and a customer-centric mindset.
* Communication: Excellent verbal and written communication skills with the ability to deliver clear, professional presentations and documentation.
* Organizational & Analytical Skills: Ability to manage multiple tasks, prioritize effectively, and solve complex technical problems.
* Leadership & Collaboration: Experience leading cross-functional teams and influencing stakeholders across the organization.
* Technical Proficiency: Proficient in Microsoft Office Suite and enterprise systems (e.g., SAP).
* Travel: Willingness to travel 10–15% of the time to support field operations and customer engagements.
Essential Competences
* Customer Focused: Active listening and a commitment to understanding customer needs.
* Technical Communication: Ability to convey complex technical concepts to diverse audiences.
* Team-Oriented & Adaptable: Collaborative and flexible work style.
* Interpersonal Skills: Positive attitude and a sense of humor within a supportive team culture.
Desirable Competences
* Project Management in the IVD/medical device sectors.
* Continuous Improvement: Experience driving process improvements in service quality.
* Product Knowledge: In-depth understanding of Waters’ clinical products and their applications.
* Clear Communication: Ability to convey information clearly across audiences.
* Collaboration & Networking: Cross-functional collaboration across global teams.
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. Waters is an equal opportunity employer and complies with all applicable laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status, military status, pregnancy, genetic information, sexual orientation, gender identity, disability, or any other protected characteristic.
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