Principal Service Support Specialist

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. For 10+ years, PCR-NGS techniques have been widely used for clinical diagnostics. Clinicians now want a real-time understanding of disease states, requiring a more complete picture of proteins, lipids, and steroids. LC-MS based assays are critical to provide this level of insight with their analytical specificity, sensitivity, and capacity to analyze simultaneously multiple analytes.

Our vision is for Waters to lead the continued broad-based adoption of LC-MS. This will be accelerated by continued innovation including new ionization methods, improved ease of use, as well as novel applications in ‘omics’ research and anatomical pathology.

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 East United States

• Provide real-time technical support to the Global Field Clinical Service team on Waters Clinical Diagnostics products, systems, and applications via phone and email.
• Deliver technical training on new and existing products to field service, new hires, and internal support teams.
• Evaluate and recommend tools, test equipment, and instruct service personnel on proper use.
• Document service procedures, technical notes, and customer interactions; complete follow-up system transactions.
• Coordinate product-related issues with Quality and Product Management; contribute to service policies and documentation for new products.
• Design, implement, and evaluate service training programs and support plans.
• Collaborate with leadership to improve support quality and develop comprehensive plans for field engineering.
• Participate in new product projects, including training, spare parts planning, and tool identification.
• Lead project teams addressing product or customer concerns; work cross-functionally across departments.
• Perform system installations, troubleshooting, and resolution at customer sites as needed.
• Serve as a technical advisor and mentor to field service and support teams.
• Recommend new service approaches and technologies to enhance field and customer support.
• Take ownership of specialized departmental activities such as technical documentation and information management.

• Education & Experience:

  • Bachelor’s degree in a related technology field or equivalent experience
  • 10+ years of industry experience, preferably with Waters products or clinical applications
  • Prior customer-facing or field service experience preferred

• Skills & Competencies:

  • Strong technical expertise and ability to interpret complex issues
  • Excellent communication, presentation, and interpersonal skills
  • Proven leadership and ability to manage cross-functional teams
  • Strong organizational skills; able to handle multiple priorities
  • Proficient in MS Office and business systems (e.g., SAP)
  • Experience with new product processes and continuous improvement initiatives

• Additional Requirements:

  • Travel: 10–15%
  • Customer-focused with strong problem-solving and analytical skills
  • Flexible, collaborative, and team-oriented

• Preferred:

  • IVD/Medical Device project management experience
  • Deep understanding of Waters clinical products

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.