System Support Engineer I

Waters Corporation seeks a System Support Engineer I to provide remote, phone-based technical support for flow cytometry instrumentation across North America. The role involves troubleshooting customer issues, documenting interactions, and collaborating with advanced support specialists while maintaining high service standards.

Responsibilities

• Respond to technical inquiries via phone and chat, troubleshooting basic to moderate instrument complexity issues
• Document customer interactions accurately in the service management system and follow up on ongoing cases
• Coordinate with advanced support specialists and other departments as needed
• Place parts orders and leverage remote access tools to resolve technical issues
• Participate in on-call scheduling and maintain HIPAA and GDPR compliance standards

Requirements

• Basic experience troubleshooting and repairing medical devices or electronic systems
• Associate degree in Electronics, Computers, or Biomedical Engineering; Bachelor's in Biology or Science preferred
• Strong communication and customer service skills, including technical writing and phone support
• Proficient with Microsoft Office and general PC applications
• Working knowledge of electronics, electro-mechanical devices, and networking troubleshooting
• Lab experience in flow cytometry, immunology, or related biological fields highly preferred
• Ability to multitask, prioritize, and work collaboratively with moderate supervision