Senior System Support Specialist

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide. We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. Job DescriptionWaters Corporation is seeking a Senior System Support Specialist (SSS) to join our talented and diverse team. As an SSS, you will become part of the Global Technical Services organization and support the Molecular Diagnostics (MDx) and Clinical Diagnostics service portfolio based in Sparks, MD. The SSS role is an exciting and dynamic position that offers a unique view of Waters' products, customers, and service operations. As a technical Subject Matter Expert (SME), the SSS leads the resolution of complex escalations and analyzes product health and service performance metrics, using those insights to recommend and drive continuous improvement, sustaining, and new product introduction initiatives. The statements below are intended to describe the general nature and level of work being performed by associates assigned to this job. This job description is not intended to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified. JOB SUMMARY The key focus areas for this Senior System Support Specialist role are: SME for assigned product(s) and project(s), including project management and service deliverables. Resolution of globally escalated technical issues pertaining to assigned products and systems. Regional preparation and readiness for product launches, upgrades, updates, and lifecycle support activities. DUTIES & RESPONSIBILITIES Serve as the technical Subject Matter Expert (SME) for assigned product(s) and act as the primary liaison between Global Technical Services and cross-functional teams supporting existing and future products. Support product development, sustaining engineering, and lifecycle management projects by representing the voice of service and ensuring design for serviceability, field readiness, and customer support requirements are incorporated into business objectives. Provide global technical leadership to regional service organizations with a focus on enhancing service effectiveness, operational performance, and customer experience. Monitor product health, reliability, and service performance metrics and make recommendations for continuous improvement and operational efficiencies. Lead regional service readiness activities and product rollouts for assigned products. Apply sound project management principles to design, implement, and optimize global service support strategies for product launches, field updates, and sustaining initiatives. Develop, implement, and maintain customer support strategies for new and existing products based on global service capabilities and commercial requirements. Develop long-term strategic plans and short-term tactical actions that align with business objectives and customer needs. Partner with Research & Development and Learning & Development teams to create technical service documentation and training materials for new products, features, and enhancements. Work cross-functionally to develop technical documentation necessary to train customer-facing associates on product launches, updates, and support processes. Provide mentoring and guidance to less experienced SSS team members in areas including escalations, service bulletins, knowledge management, service performance analysis, continuous improvement initiatives, sustaining projects, and technical documentation. Maintain departmental standards of performance and promote a safe working environment. Domestic and international travel up to 15%. SKILLS & COMPETENCIES Organization & Planning: Accurately determines the length and complexity of tasks and projects by breaking work into manageable steps and establishing priorities. Project Management: Understands cross-functional dependencies within medical device and diagnostic product development processes. Problem Solving, Analytical Skills & Professional Judgment: Utilizes logic, analysis, experience, and sound methodologies to make informed decisions and develop effective solutions. Decision Quality: Demonstrates independent decision-making and understands the importance of compliance within a regulated quality system. Communication Skills: Effective presenter in one-on-one, small-group, and large-group settings, with the ability to engage audiences and manage discussions. Action Oriented: Proactively identifies opportunities and challenges and takes ownership to drive successful outcomes. Courage & Independence: Operates with a high level of autonomy while maintaining appropriate communication and alignment with leadership. Composure: Performs effectively under pressure and during periods of uncertainty. Flexibility: Adjusts approaches appropriately to meet changing business and customer needs. Process Effectiveness: Identifies opportunities to improve processes and implements practical solutions. Process & Service Acumen: Demonstrates strong understanding of service operations, technical support processes, and service engineering within a matrixed organization. Organizational Agility: Effectively navigates cross-functional and global organizational structures. Influencing Others: Builds alignment and gains support through effective communication and collaboration. Talent Development: Supports the growth and development of others through coaching, mentoring, and challenging assignments. Dealing with Ambiguity: Makes decisions and takes action in situations where information may be incomplete. Manage upward when necessary. Building Effective Teams: Promotes collaboration and leverages diverse skills to drive team success. REQUIRED EDUCATION & EXPERIENCE Bachelor's degree in Engineering or related technical discipline. 7+ years of experience in Service Engineering, Field Service, Systems Engineering, Mechanical Engineering, or a related technical field. 3+ years of project management experience, which may be concurrent with the above requirement. Proficiency with Microsoft Office applications, including Project, Excel, Word, and PowerPoint. Excellent knowledge of statistics and data analysis. Intermediate knowledge of healthcare information technology and connectivity solutions. Intermediate knowledge of medical device hardware and software cybersecurity requirements and regulations. Experience working within FDA-, ISO-, or similarly regulated environments. PREFERRED EDUCATION & EXPERIENCE Advanced degree in Engineering or a related technical discipline. Experience supporting new product introduction (NPI), sustaining engineering, or product lif