Field Service Support Specialist

at TA Instruments in New Castle, Delaware, United States

Job Description

Field Service Support Specialist

Req. #


Company Name



Field Support


US-DE-New Castle


Regular Full-Time




At TA Instruments we are looking for an In-house (New Castle, DE) Technical Support Specialist with a keen eye for trouble-shooting and excellent customer service skills in order to provide support to Field Service Representatives, Technical Representatives, Territory Managers, & Applications Support Engineers who are experiencing complex instrument and/or software problems. This position will be located in the US working on the Thermal product line and will be reporting to the Global Service Director.





Typical tasks of the position include, but are not limited to




Provide support (diagnosis and troubleshooting) directly to customers/users via phone and/or email when problems have escalated to a higher degree of complexity.

Travel domestically and internationally to provide support and training to customers and service organizations.

Provide basic and advanced service training to Field Service Representatives.

Prepare and maintain necessary training materials.

Report design, reliability and maintenance problems or bugs to design Engineering/Software Engineering through direct communication/interaction.

Follows up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.

Represent Service Department at general quality meetings and/or projects that require approval for shipment (AFS).

Create and distribute Service Reference Documents, with important Service information, to a worldwide distribution.

Prepares and Maintains required ISO service procedures.





The successful candidate will have a combination of knowledge, skills, and experience that would include the following





Bachelors Degree preferred in the following fields: Mechanical Engineering, Electrical Engineering or Materials Science Engineering.


Prior experience supporting Analytical Instrumentation

Prior Customer Support experience

Working knowledge of networking also highly desirable.

Ability to present information in one-on-one situations to customers, clients, and other employees of the Company.

Demonstrate analytical and problem solving skills.

Must possess strong Writing/English skills to create Technical Documents

Demonstrated knowledge in the use of a variety of desktop computer hardware, operations systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.


Must possess a strong customer focus

Interpersonal savvy, communicate with different expertise levels appropriately and change your approach to meet customers' needs

Personal sense of integrity and trust; ethical practice

Must be independent and able to make decisions

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


30-40% Overnight Travel to customer sites as needed domestically an internationally (all travel expenses paid for my company)

Must be willing to go into the office 2-3 days per week & some work from home flexibility

A clean driving license and a valid passport will be required





Company Description




Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.


Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We're the problem solvers and innovators that aren't afraid to take risks to transform the world of human health and well-being. We're all in it together delivering benefit as one to... For full info follow application link.


It is the policy of TA Instruments to recruit, hire, and retain the best-qualified workforce while meeting the Company’s commitment to affirmative action and equal employment opportunity. TA Instruments does not discriminate against any qualified candidate for employment because of race, color, national origin, ancestry, religion, religious creed, age (40 or older), disability (reasonably accommodated by TA Instruments), medical condition, sex, marital status, sexual orientation, gender identity or expression, protected veteran status, pregnancy, genetic information or any other factor prohibited by law.

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Job Posting: 889641

Posted On: Dec 27, 2021

Updated On: Jan 26, 2022