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Field Service Engineer I - Job Opportunity at Waters Corporation

Rydalmere NSW, Australia
Full-time
Mid-level
Posted: June 4, 2025
On-site
AUD 75,000 - 95,000 per year based on mid-level field service engineering roles in the analytical instrumentation industry within the Sydney metropolitan area, considering Waters Corporation's market-leading position and the specialized nature of chromatography and mass spectrometry equipment support.

Benefits

Comprehensive career development opportunities in a leading specialty measurement company with global reach
Flexible field-based work environment providing autonomy and territory management experience
International travel opportunities for training, meetings, and business support activities
Access to cutting-edge scientific instrumentation and technology in chromatography and mass spectrometry
Inclusive and diverse workplace culture with active diversity and inclusion programs
Equal opportunity employment with affirmative action commitment

Key Responsibilities

Execute strategic installation, maintenance, and troubleshooting of Waters' comprehensive product portfolio including LC, LC/MS, HPLC/UPLC, SFC, and Informatics systems to ensure optimal customer operations
Build and sustain high-value customer relationships that drive business growth and ensure long-term client success and retention
Proactively manage customer expectations through comprehensive communication of service activities and strategic follow-up planning
Ensure regulatory compliance adherence to maintain customer operational standards and industry requirements
Deliver specialized system-level training programs at customer sites to maximize technology utilization and customer success
Optimize service inventory management in accordance with Waters' operational policies to ensure efficient resource utilization
Generate comprehensive daily field service reports to document activities and maintain service quality standards
Maintain advanced technical expertise in cutting-edge analytical technology and customer application requirements
Collaborate strategically with sales teams to identify and develop new business opportunities and service contract expansion
Implement and maintain quality system procedures and health & safety standards to ensure operational excellence

Requirements

Education

Bachelors/Masters Degree in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education

Experience

3 years of experience with installation, performance maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation, preference for previous Waters product suite (LC, LC/MS, HPLC/UPLC, SFC, Informatics)

Required Skills

Ability to perform effective system level troubleshooting Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN) Must possess a strong customer focus Strong communication skills; ability to communicate effectively to a diverse audience with specific customer needs Personal sense of integrity Effective time management skills System level approach to problem solving Analytical mindset with a strong drive to resolve open issues Excellent verbal and written communication skills
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Sauge AI Market Intelligence

Industry Trends

The analytical instrumentation market is experiencing significant growth driven by increased regulatory requirements in pharmaceutical, food safety, and environmental testing industries. This creates sustained demand for field service engineers who can maintain complex analytical equipment across diverse customer bases. Digital transformation in laboratory environments is accelerating the adoption of integrated informatics solutions and cloud-based data management systems. Service engineers increasingly need to support both hardware and software components of analytical workflows. The life sciences sector's expansion, particularly in biotechnology and personalized medicine, is driving demand for sophisticated analytical instruments and specialized technical support services in emerging markets like Australia and Asia-Pacific.

Role Significance

Typically operates as part of a 5-8 person regional service team with dotted-line relationships to sales personnel, reporting to a Regional Service Manager with matrix support from technical specialists and applications scientists.
Mid-level individual contributor role with significant customer-facing responsibilities and technical expertise requirements. The position carries substantial autonomy in territory management and customer relationship development, indicating meaningful impact on regional business performance.

Key Projects

Implementation of complex multi-instrument analytical systems for pharmaceutical quality control laboratories Validation and compliance support projects for regulated industries including FDA and TGA requirements Customer training and knowledge transfer programs for advanced analytical techniques Preventive maintenance programs and service contract optimization initiatives

Success Factors

Deep technical expertise in chromatography and mass spectrometry principles combined with practical troubleshooting abilities to resolve complex instrument issues efficiently and maintain customer confidence in Waters' technology solutions. Exceptional customer relationship management skills that enable building long-term partnerships with key accounts, understanding evolving customer needs, and positioning Waters as a strategic technology partner rather than just a vendor. Strong business acumen to identify service contract expansion opportunities and collaborate effectively with sales teams to drive revenue growth while maintaining focus on customer success and satisfaction. Adaptability and continuous learning mindset to stay current with rapidly evolving analytical technology, regulatory requirements, and industry applications across diverse market segments from pharmaceuticals to environmental testing.

Market Demand

High demand driven by critical need for specialized technical expertise in analytical instrumentation, limited pool of qualified candidates with relevant scientific background, and growing regulatory requirements across life sciences and materials testing industries.

Important Skills

Critical Skills

System-level troubleshooting expertise is absolutely essential as Waters' instruments are complex analytical systems where problems often involve interactions between multiple components including pumps, detectors, autosamplers, and software. The ability to diagnose issues systematically and efficiently directly impacts customer uptime and satisfaction, making this the most valuable technical skill for success in the role. Customer relationship management and communication skills are paramount because field service engineers serve as the primary face of Waters to customers during critical moments when equipment issues impact their operations. The ability to manage expectations, communicate technical information clearly, and maintain composure under pressure directly influences customer retention and service contract renewals. Deep understanding of analytical chemistry principles and laboratory workflows is crucial for providing meaningful technical support beyond basic troubleshooting. Customers expect Waters engineers to understand their applications and suggest optimization strategies, requiring solid scientific foundation and practical laboratory experience.

Beneficial Skills

Knowledge of regulatory compliance requirements (FDA, GMP, ISO) enhances value delivery to pharmaceutical and regulated industry customers who represent Waters' highest-value market segments and require specialized validation and documentation support. Project management and business development skills become increasingly important for career advancement as senior service engineers often lead complex installation projects and identify expansion opportunities within their territories. Software and informatics expertise is growing in importance as analytical workflows become more integrated with laboratory information management systems and cloud-based data platforms, creating opportunities to support customers' digital transformation initiatives.

Unique Aspects

Opportunity to work with the most advanced analytical instrumentation technology in the market, including Waters' proprietary ACQUITY UPLC systems and cutting-edge mass spectrometry platforms that set industry standards for sensitivity and resolution.
Direct access to Waters' extensive global technical knowledge base and world-class training programs, providing continuous learning opportunities in emerging analytical techniques and applications across diverse industries.
Territory-based role structure offering significant autonomy and entrepreneurial opportunities to build customer relationships and drive business growth within a defined geographic area while supported by comprehensive corporate resources.
Exposure to diverse industry applications from pharmaceutical drug development to environmental monitoring, providing broad technical experience and deep understanding of analytical chemistry applications across multiple market segments.

Career Growth

Progression to senior roles typically occurs within 3-5 years with demonstrated performance, with management opportunities emerging after 5-7 years of field experience and proven customer relationship management success.

Potential Next Roles

Senior Field Service Engineer with expanded territory and mentoring responsibilities Regional Service Manager overseeing multiple territories and service teams Technical Applications Specialist focusing on specialized analytical techniques Sales Engineer combining technical expertise with direct sales responsibilities

Company Overview

Waters Corporation

Waters Corporation stands as the undisputed global leader in analytical instrumentation with over 60 years of innovation in chromatography, mass spectrometry, and thermal analysis. The company's NYSE listing (WAT) and $2+ billion annual revenue demonstrate financial stability and market dominance in the specialty measurement sector.

Waters maintains the #1 market position in liquid chromatography and holds significant market share in mass spectrometry, competing primarily with Agilent Technologies, Thermo Fisher Scientific, and Shimadzu. Their premium positioning and innovation focus command higher prices but deliver superior technical performance and reliability.
Waters' Australian operations represent a strategic growth market within the Asia-Pacific region, with Rydalmere NSW serving as a key hub for supporting the expanding life sciences and materials testing sectors across Australia and New Zealand. The local presence enables rapid response times and strong customer relationships.
Waters emphasizes a performance-driven culture with strong focus on customer success, innovation, and employee development. The company's commitment to diversity and inclusion, combined with its global reach, creates opportunities for international collaboration and career advancement across multiple regions.
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