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. Responsibilities 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 Qualifications Bachelor's degree in Chemistry, Biochemistry, Biology, Engineering, Computer Science, or a relate