Senior Technical Support Specialist

Support advanced customer-facing technical expertise across liquid chromatography and LC-MS in the greater Chicago area.

Responsibilities

• Provide advanced scientific and technical support across the sales cycle to help achieve district sales targets.
• Partner with district sales teams to gather customer requirements and develop application-based solutions.
• Introduce, demonstrate, and support Waters laboratory products and solutions for prospective customers.
• Present product capabilities and benefits to varied audiences, tailoring communication to technical and non-technical stakeholders.
• Develop, optimize, and document chromatographic and LC-MS applications aligned to customer needs and sales opportunities.
• Troubleshoot complex LC and LC-MS application issues and deliver technical guidance to customers and internal teams.
• Coordinate with customers and internal stakeholders to support successful implementation and maintain customer satisfaction.
• Manage the District Demo Laboratory, including instrument inventory, day-to-day operations, equipment readiness, maintenance coordination, and availability for demos and evaluations.
• Collaborate with Technical Support Specialists, Field Service, and internal technical teams to resolve challenges and deliver effective solutions.
• Stay current on Waters products, separation science, vertical market dynamics, emerging application trends, and relevant competitive technologies.
• Apply scientific and technical expertise in innovative ways to address customer challenges and grow market opportunities.
• Create reusable, well-documented technical materials such as application notes, scientific posters, and technical presentations as appropriate.
• Share customer and field insights with Product Management and Marketing to support product launches and continuous improvement.
• Transfer knowledge within the TSS organization to strengthen team capability.
• Independently manage technical priorities and customer engagements using strong problem-solving and judgment.
• Contribute technical insights during district strategic business planning to identify growth opportunities.

Requirements

• Bachelor’s degree in Chemistry, Biochemistry, Biology, Engineering, or a related scientific discipline.
• Minimum 5 years of hands-on experience with liquid chromatography (LC) and/or LC-MS instrumentation, including method development, optimization, and troubleshooting.
• Strong chromatography foundation, including HPLC and UHPLC; experience with mass spectrometry and other separation techniques is considered an asset.
• Experience with chromatography data systems and scientific software, including Empower, MassLynx, waters_connect, or equivalent platforms.
• Understanding of scientific laboratory workflows, including instrument control, data acquisition, processing, and data management.
• Proven ability to troubleshoot complex analytical issues, develop solutions, and work independently with minimal supervision.
• Strong written and verbal communication skills, with the ability to present scientific and technical information clearly to diverse audiences.
• Ability to prepare technical documentation, demonstration reports, scientific presentations, and application-related materials.
• Strong organizational and time-management skills to manage multiple priorities and coordinate laboratory activities.
• Ability to collaborate with customers, sales teams, and technical colleagues while supporting others through knowledge sharing.
• Willingness and ability to travel approximately 10–20%, including local and overnight travel.

Preferred Qualifications

• Experience with Waters instrumentation and software, including ACQUITY UPLC, Mass Spectrometers, Empower, MassLynx, and waters_connect.
• Working knowledge of advanced separation and mass spectrometry technologies such as SFC, Preparative LC, QDa, single quadrupole, tandem quadrupole, and time-of-flight mass spectrometry.
• Experience conducting customer demonstrations, delivering technical presentations, or providing applications support in a commercial environment.
• Experience managing or coordinating laboratory operations, including instrumentation maintenance, inventory management, and equipment readiness.
• Familiarity with scientific informatics systems, including CDS, SDMS, LIMS, and ELN.
• Knowledge of regulated laboratory environments, including GLP, GMP, GxP, FDA 21 CFR Part 11, and computerized system validation.

Key Technologies

• Liquid chromatography (LC)
• Liquid chromatography-mass spectrometry (LC-MS)
• HPLC, UHPLC
• Empower, MassLynx, waters_connect
• Chromatography data systems
• ACQUITY UPLC, CDS, SDMS, LIMS, ELN

Location: Wood Dale, IL (onsite) in the greater Chicago area

Compensation: USD 138,500–230,500 per year