Overview:
As a Field Service Engineer, you will act as an ambassador of Waters, representing our technologies and services in the market. You will work closely with customers to understand their business needs and growth plans, and translate those insights into effective technical solutions that drive customer success. This is a field-based assigned by territory and/or market segment.
Responsibilities:
* Install, maintain, troubleshoot, and support Waters' product portfolio
* Perform system-level troubleshooting independently and resolve complex technical issues across products
* Provide professional technical consultation to customers and internal teams, ensuring high-quality service delivery.
* Collaborate with global support organizations (WGS/GSS) to escalate and resolve advanced technical challenges in a timely manner.
* Deliver on-site system operation training, qualification (IQ/OQ).
* Establish and maintain strong relationships with customers, acting as a trusted technical advisor and customer satisfaction advocate.
* Manage customer expectations by clearly communicating work performed and defining follow-up actions when required.
* Ensure compliance with quality system procedures, regulatory requirements, and Health & Safety standards.
* Maintain accurate documentation by issuing field service reports and managing service inventory in accordance with Waters policies.
* Work closely with Sales and Application teams to identify service-related business opportunities and support service contract growth.
* Actively contribute to customer satisfaction and continuous improvement initiatives, including NPS improvement efforts.
* Participate in and support local engineer training programs, technical knowledge sharing, and continuous skill development.
Qualifications:
Education:
* Bachelor's or Master's degree in Chemistry, Biology, Engineering, or other science-related disciplines preferred.
* Equivalent experience, training, or education will also be considered.
Experience:
* 3-5+ years of experience with field service, technical support, installation, or maintenance of scientific instrumentation.
* Hands-on experience with analytical instruments such as LC, LC/MS is strongly preferred.
* Proven ability to perform effective system-level troubleshooting and resolve complex technical issues independently.
* Understanding of scientific application workflows and customer laboratory environments.
Skills & Competencies
* Strong customer focus with the ability to understand and align with customer business objectives.
* Excellent verbal and written communication skills, with the ability to engage diverse audiences.
* Analytical mindset with a structured, system-level approach to problem-solving.
* Strong sense of integrity, accountability, and ownership.
* Effective time management skills and ability to prioritize in a field-based environment.
* Positive, proactive, and collaborative working attitude.
Travel:
* This is a territory-based role, requiring regular travel within the assigned territory.
* Occasional international travel may be required for training, meetings, or regional/global support activities.
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