- Location
- Shanghai, CN · Jiangsu 江苏省, CN
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Field Service Engineer to support the very successful growth of our businesses across (Insert job territory here). Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. People create the Waters difference. By engaging with our talented and diverse workforce we continuously evolve, develop and enhance our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our talented field sales/service and specialist teams have over the years delivered great and sustainable business results. With a constant focus on growth and by developing new markets we are able to increase the business even within very challenging economic circumstances.
As Field Service Engineer, you are an ambassador of Waters and will bring to the market Waters’ products and services. The candidate will demonstrates a clear grasp of understanding the customers’ business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing “customer success”. This position brings a great degree of flexibility working in the field. The role will be designated to either a territory and/or markets.
Responsibilities
Key Responsibilities
- Team Leadership & Execution
- Lead and support a team of Field Service Engineers (FSEs) in daily activities (installations, repairs, preventive maintenance)
- Provide hands-on coaching, technical guidance, and mentorship
- Assist in onboarding and training new engineers
- Individual Territory Support (Player-Coach)
- Own and manage a defined territory, delivering installation, maintenance, and repair services directly to customers
- Serve as a senior technical resource, handling complex service issues and escalations
- Balance personal field responsibilities with team supervision and coordination
- Service Delivery & Customer Satisfaction
- Ensure timely response and resolution of service requests across the team and personal territory
- Maintain strong customer relationships through direct engagement and high-quality service execution
- Support resolution of customer escalations as needed
- Operational Coordination
- Coordinate team schedules and resources to ensure efficient territory coverage
- Monitor service activity, case progress, and workload distribution
- Ensure compliance with service processes, documentation, and quality standards
- Technical & Product Support
- Reinforce product training and ensure team readiness on new technologies
- Act as a first point of escalation for technical troubleshooting
- Collaborate with technical support and product specialists
- Cross-Functional Collaboration
- Partner with Sales, Application, and Support teams to meet customer needs
- Support service contract execution and identify service opportunities
- Inventory & Tools Management
- Assist in maintaining appropriate spare parts and tools for field operations
Qualifications
Qualifications
- Bachelor’s degree in Engineering, Chemistry, or related field
- 3–5 years of field service or technical experience, with initial leadership or team lead exposure preferred
- Experience with thermal analysis or rheology instruments preferred
- Proven ability to manage both individual service workload and team coordination
