Technical Support Specialist II

Waters, the world’s leading specialty measurement company, is seeking a Technical/Application Support specialist. We value inclusion and diversity, and our innovative solutions enable customer success in the life science, materials, and food sciences. Our diverse workforce continuously improves our products, creating the Waters difference.

Customer success drives our consumable business, supporting customers in method development and troubleshooting across various fields, including pharmaceuticals, food, chemicals, and health sciences.

As an ambassador of Waters, you’ll understand customer needs and convert them into solutions, aiming for “customer success.” This role offers flexibility, allowing you to work closely with our diverse customers in the area pharmaceutical, biopharma, food, and chemical industries.

Technical Support Specialist Job Description

Summary: 

The Technical Support Specialist at Waters is responsible for providing advanced technical support and training for Waters’ C & LA products. This role involves method development activities, diagnosing and troubleshooting complex issues, supporting customers / field sales representatives, and ensuring customer satisfaction through providing right solution.

Key Responsibilities:

1. Customer Support:
   • Method Development activity: Providing Technical support with respect to Method development on site / off site.
   • Provide technical support to customers through email, phone and if required onsite.
   • Diagnose and troubleshoot complex issues related to Waters’ C & LA products.
   • Travel domestically to provide on-site support and training.
2. Quality and Feedback:
   • Report quality issues to relevant departments.
   • Gather and provide feedback on product quality to management.
   • Follow up with engineering and manufacturing teams on product quality issues.
   • Maintaining all the records and following the global process of customer escalation and warranty process.
3. Collaboration:
   • Work closely with technical experts / Product Managers and manufacturing teams.
   • Communicate effectively with different expertise levels to meet customer needs.

• Education: Master degree in Organic chemistry, Analytical Chemistry or a related field.
• Work Experience: 2-5 years of experience in technical support, customer service, or a related role within the chemistry or analytical solutions industry.
• Technical Skills: Proficiency in using analytical instruments and software.
• Problem-Solving: Strong analytical and troubleshooting skills.
• Communication: Excellent verbal and written communication skills.
• Customer Focus: Ability to understand and address customer needs effectively.
• Teamwork: Demonstrated ability to work collaboratively in a team-oriented environment.

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 over 60 years. With approximately 8,000 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.