Expert Center Senior Engineer - Empower
Waters Corporation is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.
Expert Center Senior Engineer - Empower
Overview
To provide first and technical support for Empower CDS users across global customers, ensuring timely resolution of incidents, service requests, and system issues while maintaining high customer satisfaction and system reliability.
Responsibilities
- Provide basic level support for Empower CDS users (Global Customers)
- Handle Informatics compass cases within defined SLAs
- Perform initial triage, troubleshooting, and resolution of user-reported issues utilizing AI Advisor.
- Pass complex issues to appropriate Expert Center teams with proper documentation
- Support instrument integration, data acquisition, processing, and reporting issues
- Troubleshoot Empower components including Projects, methods, and processing methods
- System configuration and user access
- Instrument control and connectivity
- Assist users with workflow issues, errors, and best practices
- Provide quick turnaround and effective communication to global clients
- Participate in on-call or shift-based support aligned with US time zones
- Maintain detailed documentation of cases, solutions, and knowledge articles
- Ensure compliance with regulated environments (e.g., 21 CFR Part 11)
- Adhere to Environmental, Health and Safety policies and procedures.
- Continuously improve technical knowledge and troubleshooting skills
- Collaborate effectively with global teams
- Maintain high levels of customer satisfaction and professionalism
Qualifications
- Bachelor’s degree or higher (or equivalent) in Chemistry or some science degree or experience
- 2-4 years of experience in Empower CDS support or usage
- Excellent troubleshooting and analytical skills
- Ability to prioritize and resolve tickets quickly
- Experience with ticketing tools (Salesforce etc.)
- Experience with Waters Empower CDS, Chromatography workflows (HPLC/UPLC).
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.
