Principal Systems Specialist

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated, and customer-focused professionals who are recognized experts in supporting Waters' industry-leading scientific instrumentation and software solutions. Within this organization, the Principal Systems Specialist represents a highly experienced technical leader responsible for providing advanced system-level expertise, escalation support, training, and mentorship across the Waters product portfolio.

We are seeking a Principal Systems Specialist to support customers and field service teams throughout the Central and Western United States
. This role requires frequent travel to customer sites and Waters facilities across both geographies. The successful candidate will serve as a senior technical resource for complex customer escalations, specialist development, training delivery, process improvement initiatives, and the creation of technical content supporting next-generation service tools, including AI-driven troubleshooting and knowledge management solutions.

Candidates with experience supporting Wyatt Technology detector systems and applications are highly desired.

• Establish and maintain strong collaborative relationships with customers, field service teams, sales organizations, product support groups, and other internal stakeholders to ensure customer success.
• Serve as the highest level of technical support for complex instrument, software, and application escalations across the Waters portfolio, including Wyatt technologies, LC, LC/MS, HPLC/UPLC, SFC, Andrew Alliance, Aura, and related products.
• Lead system-level troubleshooting and root cause analysis efforts to resolve challenging customer situations and minimize downtime.
• Partner with Field Service Specialists, Escalation Support Teams, Sales, Product Management, R&D, and other stakeholders to drive timely resolution of complex technical issues.
• Manage customer expectations through clear communication, documentation, and follow-up plans to ensure successful outcomes.
• Act as a technical mentor and coach for Field Service Specialists, helping develop troubleshooting, systems knowledge, and customer engagement skills.
• Develop and deliver advanced technical training programs for Field Service Specialists at Waters facilities and regional training events.
• Deliver system-level customer training on installation, operation, troubleshooting, maintenance, and best practices.
• Provide technical leadership and support for strategic customer projects, instrument deployments, upgrades, and service initiatives.
• Support the development, implementation, and continuous improvement of service processes, procedures, and best practices.
• Create and maintain technical content for knowledge management systems, remote support tools, AI-assisted troubleshooting platforms, Retrieval-Augmented Generation (RAG) models, triage solutions, and other digital service initiatives.
• Maintain detailed and accurate case, escalation, service, and training records within Salesforce Field Service Lightning and other business systems.
• Ensure compliance with customer regulatory requirements, Waters quality systems, and applicable health and safety standards.
• Manage service inventory and resources in accordance with company policies and operational requirements.
• Maintain expert-level knowledge of Waters technologies, industry trends, and customer application requirements across pharmaceutical, life sciences, chemical materials, clinical, food, environmental, forensic, academic, and government markets.
• Collaborate with commercial teams to identify opportunities for additional customer support, service offerings, and business development initiatives.
• Serve as a subject matter expert and technical resource for new products, emerging technologies, and field service readiness programs. #LI-Remote

• Bachelor's degree in Chemistry, Biochemistry, Biology, Engineering, Computer Science, or a related scientific or technical discipline preferred.
• Equivalent combination of education, technical training, and relevant field experience will be considered.

Work Experience

• Minimum of 8+ years of experience supporting analytical instrumentation, laboratory software, or related scientific technologies in a customer-facing environment.
• Demonstrated expertise in troubleshooting and supporting complex scientific instrumentation and integrated laboratory systems.
• Experience providing advanced escalation support and resolving…