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 advantages of pioneering science through analytical technologies, inform
📌 Expert Center Engineer (Bengaluru)
🏢 waters
📍 Bengaluru
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