Principal Systems Specialist

We need to output HTML fragment with sections: Overview (maybe not a heading? The instructions: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). They say do NOT repeat the job title as a heading. The posting has Overview, Responsibilities, Qualifications, Required Competencies, Location, Travel, Preferred Expertise, Company Description, Diversity etc. We need to include sections only when posting has real specific content. We need to preserve all substantive info, remove boilerplate (EEO, legal, diversity, etc). Also remove duplicated lines, navigation, cookie, application instructions. There's no explicit application instructions in the text. We need to format Overview as maybe

About the role

or similar. The overview text: "Overview Waters Corporation's Field Services Organization is comprised..." We'll put that under

About the role

with

. Responsibilities: list items. We'll put

Responsibilities

then

• each bullet. Qualifications: includes Education, Work Experience. We'll put

  Qualifications

  then maybe sub-sections? But we can just list as paragraphs or list. The instruction: use
  • for any list of duties/requirements/benefits. So qualifications list can be
    . We'll separate Education and Experience maybe as separate
    • items. Required Competencies: could be Skills section. Use

      Skills

      and list. Location and Travel: maybe combine into a

      under a section? There's no specific heading for location/travel but we could include under "About the role" or separate "Location & Travel". Since they said include a section ONLY when posting has real specific content. Location and Travel are specific. Could make a

      Location & Travel

      with

      . Preferred Expertise: maybe part of Qualifications or Skills. Could be included under Qualifications as extra bullet. Company Description: maybe not needed as it's boilerplate? It's substantive about company but could be considered boilerplate? It's not EEO; it's about Waters. Might keep as

      About Waters Corporation

      with

      . But instructions: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Company description is not those, so we keep. We must not include Pay/Benefits/Schedule sections because not present. We must not invent or summarize away detail. Keep all substantive info. Let's extract details. Overview paragraph: "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." Responsibilities list (as given): - 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. Qualifications: Education: 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 highly complex technical issues. Proven experience delivering technical training to customers, service engineers, and cross-functional teams. Experience mentoring, coaching, and developing technical professionals. Experience leading or supporting strategic technical projects, process improvement initiatives, and cross-functional collaborations. Experience creating technical documentation, troubleshooting guides, knowledge articles, or digital support content. Experience supporting AI-enabled service tools, knowledge management systems, RAG-based solutions, or technical content development is highly desirable. Strong preference for candidates with hands-on experience supporting Wyatt detector technologies and associated applications. Experience with Waters products, including LC, UPLC, LC/MS, SFC, and related laboratory technologies, is highly desirable. Ability and willingness to travel extensively throughout the Central and Western United States (up to 50-75%). Required Competencies list: - Advanced troubleshooting and system-level diagnostic skills. - Deep technical knowledge of analytical instrumentation, laboratory workflows, and scientific applications. - Strong customer-focused mindset with a commitment to delivering exceptional service experiences. - Excellent verbal, written, and presentation communication skills. - Proven ability to train, mentor, and develop technical teams. - Strong problem-solving, critical thinking, and root cause analysis capabilities. - Ability to manage multiple priorities and perform effectively in a fast-paced environment. - Demonstrated leadership and influence without direct authority. - Strong project management and organizational skills. - Ability to collaborate effectively with cross-functional teams and executive-level stakeholders. - Proficiency with service management and CRM platforms, including Salesforce Field Service Lightning. - Adaptability and willingness to learn new technologies, products, and digital support tools. - Commitment to quality, compliance, safety, and continuous improvement. - Ability to independently manage a geographically dispersed territory while maintaining a high level of customer engagement and responsiveness. Location: Central United States or Western United States (remote/home office based) Travel: Frequent travel to customer sites and Waters facilities throughout both geographies. Preferred Expertise: Wyatt detector technologies, advanced system troubleshooting, technical training delivery, mentorship, escalation management, and AI-assisted service content development. Company Description paragraph: "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." We should exclude the Diversity and inclusion paragraph (EEO). Also exclude the "Key Words" list at end. Now produce HTML. We'll use

      About the role

      for overview.

      Responsibilities

      with
      .

      Qualifications

      with maybe two
      or we can combine into one list with sub-bullets? Simpler: make
      with each bullet as a qualification item, but some are long sentences. Could separate Education and Experience as separate
      • items. Better:

        Qualifications

        • Education: 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 highly complex technical issues. Proven experience delivering technical training to customers, service engineers, and cross-functional teams. Experience mentoring, coaching, and developing technical professionals. Experience leading or supporting strategic technical projects, process improvement initiatives, and cross-functional collaborations. Experience creating technical documentation, troubleshooting guides, knowledge articles, or digital support content. Experience supporting AI-enabled service tools, knowledge management systems, RAG-based solutions, or technical content development is highly desirable. Strong preference for candidates with hands-on experience supporting Wyatt detector technologies and associated applications. Experience with Waters products, including LC, UPLC, LC/MS, SFC, and related laboratory technologies, is highly desirable. Ability and willingness to travel extensively throughout the Central and Western United States (up to 50-75%).
        But travel appears also in Location/Travel section; we might duplicate. However the Qualifications includes travel requirement; we could keep it there and also have Location/Travel section. Might be okay but could be duplicate. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. Duplicate lines: we should remove duplicated lines. The travel requirement appears both in Qualifications and Location/Travel. It's duplicated. We should keep only one instance. Which section is more appropriate? The Qualifications includes travel as part of ability and willingness. The Location/Travel section is separate. To avoid duplication, we could keep travel mention only in Location/Travel section and remove from Qualifications. But the Qualifications also includes many other items; we could keep travel mention there but then we would duplicate. Better to keep travel in Location/Travel and remove from Qualifications to avoid duplication. However the Qualifications list includes many other items; we can edit that bullet to exclude travel sentence. Let's do that. Thus Qualifications Work Experience bullet will not include travel sentence. Location & Travel section:

        Location & Travel

        Location: Central United States or Western United States (remote/home office based). Travel: Frequent travel to customer sites and Waters facilities throughout both geographies.

        Preferred Expertise: could be part of Qualifications or Skills. Since it's a separate line, we could make a

        Preferred Expertise

        list. Skills: Required Competencies ->

        Skills

        . About Waters Corporation: