Service Support Engineer

Overview

To support North America customers in planning, coordinating, and executing Preventive Maintenance (PM) activities using Compass (Salesforce) and related support tools. The role focuses on proactive case management, effective communication, scheduling service appointments to FSS by coordination, and ensuring timely completion of PM activities while maintaining high customer satisfaction and operational efficiency.

Responsibilities

• Plan, coordinate, and monitor Preventive Maintenance (PM) activities for North America customers using Compass (Salesforce).
• Manage, and update PM cases within defined service level agreements (SLAs).
• Proactively review upcoming PM schedules and take informed actions to avoid delays or service interruptions.
• Analyse PM Cases, parts history, maintenance service requirements and FSS (Field Service Engineer) readiness to ensure successful PM execution.
• Coordinate with field engineers, logistics teams, planners, and internal stakeholders for PM readiness and completion.
• Monitor case progress and provide timely follow-up to ensure closure within committed timelines.
• Identify risks, gaps, or recurring issues and escalate appropriately with proper notes.
• Support data accuracy by updating service activities, records, and maintenance details in Compass (Salesforce).
• Utilize analytical and problem-solving skills to support decision-making and optimize maintenance planning activities.
• Be flexible to adjust working hours based on stakeholder availability.

Mentor and assist juniors in case handling.

Qualifications

Bachelor’s degree or higher

IT knowledge to usage of any service management/CRM tool (like Salesforce) etc.

1–2 years of experience in service support.

Experience in PM planning for Waters instruments (HPLC, UPLC, Mass Spectrometers, etc.) is added advantage.

Good communication and stakeholder management skills.

Strong organizational, multitasking, and problem-solving skills.

Flexible to provide 1–2 hours of extended support, if required, to align with customer/onshore teams.

Company Description

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. 

 

 

 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.