Sr. Principal System Specialist

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. 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.

 

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: Collaborate with Product Management and Customer Assurance to define service strategies for new products, including spare parts planning, service manuals, maintenance protocols, warranty terms, and validation requirements.
• 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: Partner with Service and Support leadership to 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:

• Educational Background:Bachelor’s degree (BSc) in a relevant technical field or equivalent combination of education and industry experience.
• Industry Experience:Minimum of 10 years of experience in the clinical diagnostics or related technology industry, with a proven track record of technical and customer-facing roles.
• Product Expertise:Extensive hands-on experience with Waters’ products and clinical applications, or comparable experience in a related industry.