Senior Clinical Technical Specialist

Overview

Waters Corporation, the world’s leading specialty measurement company committed to inclusion and diversity, is seeking a Clinical Service Technical Specialist to join our India Customer Success Team, based in Bangalore. This role is instrumental in supporting the growth of our Clinical business in India and the wider APAC region.   The Clinical Service Technical Specialist will provide on-site service support to customers specializing in Clinical Diagnostics, Forensic, Toxicology, and Newborn Screening. Support will be delivered both in person and remotely, ensuring consistent and high-quality service. In addition, the specialist will be responsible for managing customer complaints related to Waters Clinical product offerings, following established complaint handling processes to maintain a high level of compliance and customer satisfaction.   We are looking for a highly skilled, motivated, and customer-focused individual to be based in Bangalore, India and contribute to the success of our APAC Clinical team.    As a global organization, Waters provides endless opportunities for learning, growth, and career development. Many of our team members have successfully advanced their careers—whether by deepening expertise in their current roles or transitioning into new areas such as applications support, sales, global support, or leadership.

Responsibilities

 

The primary responsibility of this role is to ensure the success of our clinical laboratory customers in India by providing comprehensive system-level support, including installation, maintenance, troubleshooting, training, and ongoing service support for Waters Clinical solutions. This position may also provide support across the wider APAC region as business needs require.

• Provide on-site and remote service support for Waters Clinical systems, ensuring customers achieve optimal instrument performance and workflow efficiency.
• Install, maintain, troubleshoot, and repair Waters clinical instrumentation in accordance with company standards and customer service commitments.
• Support Waters clinical customers and ensure fulfillment of all contracted service plan commitments.
• Investigate customer concerns and develop effective corrective action plans, taking ownership of escalations through to successful resolution.
• Respond rapidly to customer issues to minimize laboratory downtime and support the timely delivery of patient results.
• Manage and document customer complaints in accordance with established quality and regulatory procedures.
• Accurately record all customer interactions, service activities, and technical findings within designated service and customer relationship management systems.
• Deliver customer training on system operation, maintenance, best practices, and post-sales deployment of approved clinical applications.
• Collaborate closely with Commercial, Applications, Service, and Global Support teams to deliver exceptional customer outcomes.
• Maintain current knowledge of Waters clinical technologies, industry trends, and evolving customer laboratory requirements.
• Adhere to all Waters quality system requirements, regulatory standards, and Health & Safety procedures.
• Support business growth initiatives, including customer evaluations, product introductions, and regional clinical projects as required.

Qualifications

Qualifications and Experience:

 

A degree in Biochemistry, Chemistry, Physics, Engineering or similar, a post graduate degree is a clear advantage.• At least 5 years UPLC-MSMS service experience.• Strong technical support, maintenance, calibration and troubleshooting experience with LC/MS instrumentation.

• Experience in managing service escalations.

• Previous experience using LC/MS instrumentation (preferably Waters) in a clinical, forensics, hospital or IVD lab setting strongly preferred.• Valid Driver's License.Skills:

 

• Must possess a strong customer focus• Strong communication skills, ability to communicate effectively to a diverse audience with specific customer needs• Result oriented with a balance of excellent team cooperation• System level approach to problem solving• Analytical approach with a strong drive to resolve open issues• Personal sense of integrity• Effective time management skills