System Support Engineer Lab Automation

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), this role is with Waters, a global leader in life sciences dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. Waters collaborates with analytical laboratories worldwide to advance medicine, food and water safety, and patient outcomes. With a passionate team of approximately 16,000 colleagues, Waters partners with customers to turn scientific challenges into breakthroughs that improve lives globally.

About the role

The System Support Engineer (SSE) is a member of the Waters Technical Service and Support Organization, providing high-level technical advice, consultation, and troubleshooting for internal and external customers. This role supports Waters' diagnostic automated Kiestra equipment and requires strong interpersonal skills, organization, prioritization, and a passion for superior service. The SSE must be adaptable, multitask effectively, and possess excellent written and verbal communication skills.

Responsibilities

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily via telephone and written communication.
• Provide remote diagnostics for innovative automated laboratory track systems and instrumentation.
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of technical inquiries and product issues.
• Support the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend, and holiday on-call coverage.
• Promote and ensure a culture of privacy and security related to PHI and HIPAA.
• Contribute to team goals and objectives through active participation.
• Promote Professional Services and actively support areas of empowerment to improve team processes.
• Troubleshoot hardware and software issues.
• Upgrade systems to enable compatible software on all computers.

Requirements

• Bachelor’s Degree, preferably in Electronics/Computers Engineering, or equivalent experience.
• Working knowledge of electronics and electro-mechanical devices, PLCs, and pneumatics.
• Knowledge of PC/software/LIS/networking/database management is highly desired.
• Experience applying scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Experienced in customer service skills, including technical writing and managing complex technical conversations via telephone.
• Proficient PC skills (Microsoft Office package).
• Proficient in performing software installations and upgrades.
• Knowledge of basic security concepts and best practices.

Skills

• Bilingual (English plus an additional foreign language).
• 4 years of recent service experience in troubleshooting and repair of IT and complex electronic systems.
• Experience working with computer networks and systems maintenance.
• A+, Microsoft, or Cisco accreditation.
• Experience with PC assembly, upgrades, and repairs.
• Experience servicing medical devices and equipment.
• Experience servicing robotics systems.

Benefits

At Waters, we reward, support, and develop our associates through a comprehensive Total Rewards program. We are committed to attracting and retaining high-quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. Our salary or hourly rate ranges are competitive and regularly reviewed, with factors such as location contributing to the range displayed.

Pay

$27.00 - $43.20 USD Hourly

Schedule

This role includes rotations for 24/7 Technical Service telephone line coverage, including evenings, weekends, and holidays.