Senior Technical Support Specialist

Overview

Job Overview:

 

Waters Corporation's Field Sales Organization is comprised of highly skilled, motivated, and customer-focused professionals who partner with Territory Account Managers to support customer success and drive the adoption of Waters' products and solutions.

 

We are currently seeking a Senior Technical Support Specialist based at our Wood Dale, IL office in the greater Chicago area to provide advanced scientific and technical expertise in liquid chromatography, mass spectrometry, and informatics software, primarily supporting pre-sales activities, with occasional post-sales support. Working closely with Territory Account Managers and customers, you will identify technical requirements, develop application-based solutions, and deliver effective product demonstrations to support customer needs and business opportunities.

 

As a Senior Technical Support Specialist working for an industry leader, you will help customers maximize the value of Waters' innovative instrumentation and software solutions. In this role, you will provide technical guidance and application support to laboratories across a broad range of industries, including Pharmaceutical & Life Sciences, Chemical Materials, Food, Environmental, Academia, and Government.

 

In addition, you will be responsible for overseeing the day-to-day operations of the District Demo Laboratory, ensuring that instrumentation remains operational, properly maintained, and ready to support customer demonstrations, evaluations, and other technical activities. This position requires a high level of technical proficiency, independence, and problem-solving ability, along with strong collaboration and communication skills to effectively support customers and the broader commercial organization.

Responsibilities

Responsibilities:

• Contribute to the achievement sales targets by providing technical expertise and application support throughout the sales process.

• Work closely with district sales teams to identify customer requirements, develop application-based solutions, and introduce and demonstrate Waters' laboratory products to prospective customers.

• Present and demonstrate the features, capabilities, and benefits of Waters' products and application solutions to diverse audiences.

• Develop, optimize, and document chromatographic and LC-MS applications to address customer needs and support sales opportunities.

• Troubleshoot complex LC and LC-MS application issues and provide technical guidance to customers and internal teams.

• Coordinate with customers and internal stakeholders to ensure successful implementation of application solutions and customer satisfaction.

• Manage the District Demo Laboratory, including instrument inventory, day-to-day laboratory operations, equipment readiness, maintenance coordination, and availability for customer demonstrations and evaluations.

• Collaborate with other Technical Support Specialists, Field Service, and internal technical teams to leverage expertise, resolve challenges, and deliver effective customer solutions.

• Maintain up-to-date knowledge of Waters' products, separation sciences, vertical market dynamics, emerging application trends, and relevant competitive technologies.

• Apply scientific and technical expertise in innovative ways to address customer challenges and expand market opportunities.

• Develop reusable and well-documented technical resources, including application notes, scientific posters, technical presentations as appropriate.

• Provide feedback to Product Management and Marketing teams to support business development initiatives, product launches, and continuous product improvement.

• Share technical knowledge with other team members to strengthen the overall capabilities of the TSS organization.

• Independently manage technical priorities and customer engagements, demonstrating strong problem-solving skills and sound judgment.

• Actively participate in district strategic business planning, contributing technical insights and identifying opportunities for business growth.

Qualifications

Required Qualifications

• Bachelor's degree in Chemistry, Biochemistry, Biology, Engineering, or a related scientific discipline.

• Minimum of 5 years of hands-on experience with liquid chromatography (LC) and/or liquid chromatography-mass spectrometry (LC-MS) instrumentation, including method development, optimization, and troubleshooting.

• Strong working knowledge of chromatography technologies, including HPLC and UHPLC, with experience in mass spectrometry and other separation techniques considered an asset.

• Experience with chromatography data systems and scientific software, such as Empower, MassLynx, waters_connect, or equivalent platforms.

• Understanding of scientific laboratory workflows, including instrument control, data acquisition, processing, and data management.

• Demonstrated ability to troubleshoot complex analytical challenges, develop effective solutions, and work independently with minimal supervision.

• Strong written and verbal communication skills, with the ability to present scientific and technical information clearly to diverse audiences.

• Ability to prepare technical documentation, demonstration reports, scientific presentations, and application-related materials.

• Strong organizational and time-management skills, with the ability to manage multiple priorities and coordinate laboratory activities.

• Ability to collaborate effectively with customers, sales teams, and technical colleagues, while sharing knowledge and supporting the development of others.

• Willingness and ability to travel approximately 10–20%, including local and overnight travel.

Preferred Qualifications

• Experience with Waters instrumentation and software, including ACQUITY UPLC, Mass Spectrometers, Empower, MassLynx, and waters_connect.

• Working knowledge of advanced separation and mass spectrometry technologies, such as SFC, Preparative LC, QDa, single quadrupole, tandem quadrupole, and time-of-flight mass spectrometry.

• Experience conducting customer demonstrations, delivering technical presentations, or providing applications support in a commercial environment.

• Experience managing or coordinating laboratory operations, including instrumentation maintenance, inventory management, and equipment readiness.

• Familiarity with scientific informatics systems, including CDS, SDMS, LIMS, and ELN.

• Knowledge of regulated laboratory environments, including GLP, GMP, GxP, FDA 21 CFR Part 11, and computerized system validation.