Field Service Specialist II

As a Field Service Specialist II at Waters Corporation, your main responsibilities include installation, performance maintenance, troubleshooting, and support for Waters’ product suite, like LC, LC/MS, and HPLC/UPLC. You'll establish rapport with customers, manage service expectations, deliver on-site training, and ensure adherence to compliance regulations. Daily documentation through field service reports and collaboration with the sales team to identify service contract opportunities are also part of the role.

To become a Field Service Specialist II at Waters Corporation, a BS/BA in Chemistry, Biology, engineering, or a related field is preferred, along with at least 2 years of relevant experience in instrumentation support. Candidates with equivalent experience may also be considered. A valid driver's license is essential, alongside strong troubleshooting skills and an understanding of scientific application workflows and software systems.

Field Service Specialists II at Waters Corporation work across various industries including Pharmaceuticals, Life Sciences, Chemical Materials, Clinical settings, Food safety, Environmental management, Forensics, Academia, and Government. This variety ensures that you’ll have the opportunity to meet diverse customer needs and make a profound impact in scientific practices.

Successful Field Service Specialists II at Waters Corporation must possess strong customer focus and communication skills to effectively address the needs of a diverse audience. Time management and problem-solving capabilities are essential for handling technical issues promptly. An analytical mindset and a personal sense of integrity also contribute to achieving outstanding service excellence.

The work environment for a Field Service Specialist II at Waters Corporation is dynamic and collaborative. You'll engage with a global team and interact directly with customers in laboratories, which fosters a hands-on approach to solving their challenges. Waters focuses on employee growth and diversity, creating a workplace that values innovation and teamwork.

In answering this question, highlight your specific experiences with scientific instrumentation, especially any time spent with LC, LC/MS, or similar products. Discuss how your technical skills and understanding of customer needs can help improve their laboratory operations, showcasing your proactive problem-solving abilities.

To answer, describe your approach to effective time management and communication. Mention using organizational tools to keep track of service requests and deadlines and how you ensure customer satisfaction by prioritizing urgent needs without compromising quality in service delivery.

Sharing specific strategies that foster effective communication and follow-ups can show your interpersonal skills. Discuss how you tailor your approach based on individual customer needs, ensuring that you listen actively and build trust while being reliable in addressing any concerns.

Be prepared to narrate a specific incident where you encountered a technical or customer service challenge. Illustrate the steps you took to assess the situation, communicate effectively with the customer, and arrive promptly at a solution while maintaining professionalism.

Address this by discussing the importance of empathy and active listening. Your answer should reflect your commitment to understanding the customer’s viewpoint, apologizing if necessary, and outlining a clear plan to rectify the situation.

Acknowledge the critical nature of compliance regulations in scientific environments. Your answer should reflect an understanding of how these standards protect both the company and the customer, enhancing trust and safety in laboratory practices.

Discuss the various technical skills necessary to excel, including troubleshooting capabilities, knowledge of instrument performance, and how to use scientific software like CDS or SDMS effectively. Stress how continued learning is important in keeping up with new technologies.

In your response, emphasize the importance of adhering to health and safety protocols at all times. Discuss your familiarity with the guidelines relevant to your technical work, and mention any training you’ve completed to reinforce safe practices in your daily tasks.

Provide details on your systematic approach when troubleshooting downtimes or performance issues. Explain how you gather data, analyze potential problems, and use effective communication with customers to understand their needs when diagnosing issues.

Express your passion for technology and customer service. Highlight your desire to make a positive impact, and how solving complex problems drives you, especially when you see the results directly benefiting your customers and their work.