Services

Services

Maximize uptime, compliance, and method success with a premium, consultative partnership.

Maximize uptime, compliance, and method success with a premium, consultative partnership.
Waters Partners with Sciex

Waters services by the numbers

1,400+

Waters field service engineers (FSEs) worldwide

9+ years

average experience for Waters FSEs

100,000+

annual qualifications performed each year

32K+ articles

resolving 120K+ cases remotely in Waters Knowledge Base

A partner committed to your lab’s performance and compliance

Waters field service engineers (FSEs) and service specialists deliver a holistic, data-driven, and consolidated approach to your service needs across sites and geographies. Our unmatched expertise helps your lab maximize budgets and instrument uptime, meet compliance requirements, achieve consistent results, to stay competitive. Dedicated chemistry specialists support application and method development, while integrated tools in Waters software solutions provide paperless qualification results that simplify documentation and accelerate innovation. With the Empower Software Development Lifecycle (SDLC) Audit-Ready Kit, you meet regulatory requirements and maintain systems that remain effective, reliable, and high-quality.

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Instrument services that power high-performing workflows

Scientists count on Waters Instrument Services to keep LC and LC-MS systems performing at peak efficiency, with service and support that helps minimize downtime and maintain compliance. To accelerate performance and effectiveness, Waters offers consultative analytical and laboratory services with streamlined software and business tools. FlexCHOICE Service plans protect your investment and sustain lab productivity, while instrument upgrades provide access to advanced LC and LC-MS capabilities and reduce cost of ownership. Waters instrument qualification services boost compliance confidence. Extended support and service plans are available for Agilent HPLC, UHPLC, and GC systems controlled by Empower Software. Certified Waters service specialists and engineers use Waters Quality Parts, ensuring systems incorporate the highest performing parts to keep your lab productive amid growing demands.

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Waters LC and MS systems in the lab.
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Software services that keep your lab current, compliant, and ahead of what’s next

Waters Software Services keep your informatics environment current, compliant, and fully supported to ensure continuous productivity. As your trusted services and support provider, we deliver the quality solutions your lab needs to succeed. Our consultative services accelerate software and informatics adoption and improve operational effectiveness with advanced applications and business tools. To protect your Empower Software, waters_connect Software, MassLynx MS Software, or NuGenesis Software investment, software maintenace plans provide updates, expert support, and exclusive technical resources, while software upgrades ensure access to the latest enhancements for greater productivity. Beyond deployment, Waters supports ongoing software compliance through Computer System Validation (CSV) consultation and guidance aligned with regulatory requirements—helping you stay ahead in a tightly regulated environment.

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Analytical and lab professional services to elevate data quality and operational excellence

Waters professional service consultantsdeliver complete solutions for your laboratory’s success. We provide end-to-end expertise in method development, transfer, and migration to meet data integrity compliance needs. Our team delivers full accountability consultation and project management for implementations, workload balancing, and facility transitions. Waters relocation experts manage instrument moves with minimal disruption, while remote services teams maximize instrument availability through fast, secure online problem resolution. We implement and validate Empower Software, NuGenesis SDMS, and Analytical Workflow Manager through software deployment services quickly and without disruption, while software integration services ensure your information management systems connect seamlessly while preserving data integrity. Comprehensive compliance support, including instrument qualification services and software compliance services, helps your lab meet regulatory requirements, qualify instruments, validate software, and stay continuously compliant and productive.

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Financial and trade-in services to make your science more accessible

Waters Financial and Trade-In Services help laboratories maximize resources, modernize technology, and reduce financial risk while keeping pace with scientific innovation. Through Waters Capital, labs access advanced analytical technology with innovative financing options, upgrade aging instruments, and bundle complete laboratory solutions into one easy monthly payment. Flexible programs, including Leasing, Technology Refresh through FlexCAPITAL, and Rental, enable smarter budgeting, improved cash flow, strategic replacement planning, and faster return on investment. When it’s time to replace outdated LC or MS systems, Waters FlexUP Technology Replacement Program simplifies transitions with expert guidance, special discounts and trade-ins, fast installation and qualification, method migration support, responsible recycling, and flexible service plans. Together, these services give laboratories affordable access to modern technology so they can advance their science with confidence. 

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White Paper: Practical Considerations for Laboratory Software Scalability

Waters installation and configuration of your laboratory informatics solution accommodates your unique requirements, from a single workstation deployment to worldwide accessibility across your networked enterprise. In this white paper, we explore the wide array of tools and techniques available for application scaling, and challenges customers face to apply these tools at the proper time to ensure seamless growth, while keeping hardware investments to a minimum.

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Don’t take our word for it.

Waters ranked #1 in customer satisfaction per independent survey firm Strategic Directions International (SDi), as voted by lab instrument users.*

*Data from SDi, The 2024 Analytical and Life Science Instrument Service Market July 2024.

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Services

Waters Services provides laboratories with the critical support, expertise, and resources needed to maintain system performance, meet compliance expectations, and maximize operational efficiency—without exceeding budget constraints. Whether you are deploying a new instrument, upgrading your software, or migrating validated methods, Waters offers a comprehensive portfolio of services tailored to your scientific and operational goals.

Instrument Services ensure that your LC and LC-MS systems remain in peak working condition through expert maintenance, repair, and qualification support. Backed by decades of technical experience, Waters service teams deliver fast response times, consistent service quality, and the assurance that your equipment is operating within specification. From preventive maintenance to full system qualification, these services help reduce downtime and ensure reliable, reproducible results.

Software Services extends this commitment to your laboratory informatics. Whether you rely on Empower™, MassLynx™, or waters_connect™ platforms, Waters helps maintain your software's performance and integrity with services ranging from installation and configuration to compliance support and data migration. These services help labs keep pace with changing regulatory requirements and scientific needs while reducing the IT burden on internal teams.

For labs undergoing modernization or scaling operations, Analytical and Laboratory Services provide method transfer, method validation, and application consulting. These services help ensure that analytical methods and data remain reliable and compliant as your laboratory transitions to new LC or LC-MS technologies. Whether you're launching a new workflow or updating existing processes, Waters supports the transition with scientific and regulatory expertise.

Professional Services further strengthens your laboratory operations by supporting software qualification, regulatory compliance, and system validation. Designed to assist with 21 CFR Part 11, GxP, and global data integrity requirements, these services are critical for regulated environments seeking audit-ready systems and efficient documentation practices.

Waters also offers a variety of Payment Solutions through Waters Capital, helping laboratories access advanced analytical technologies while managing capital expenditures. Flexible leasing, financing, and technology refresh programs—such as FlexUP and Trade-In Programs—make it easier to update or replace aging systems in a cost-effective, predictable way.

For labs using legacy systems, Waters offers the FlexMETHODS Method Migration Service, enabling validated LC methods to be safely transferred to next-generation systems while preserving method integrity. This reduces risk, saves time, and ensures consistent analytical outcomes.

To provide long-term support and predictable budgeting, FlexCHOICE mySystem Coverage Solutions helps manage instrument performance, uptime, and service costs. These plans are especially beneficial for clinical and high-throughput labs that depend on continuous operation.

From routine maintenance to strategic modernization, Waters Services are designed to meet labs where they are—providing trusted, global support that aligns with technical challenges and business priorities. With Waters as your service partner, you gain access to expert resources, compliant-ready processes, and scalable support that keeps your science moving forward.

FAQs

What types of instruments and systems are covered by Waters Instrument Services?
Waters Instrument Services supports a wide range of laboratory systems, including liquid chromatography (LC), LC-MS, and hybrid analytical platforms. This includes systems such as ACQUITY™, Alliance™, and Xevo™ series instruments, along with associated components like detectors, sample managers, and pumps. Services encompass preventive maintenance, repair, performance verification, and regulatory qualification to ensure your instruments operate at peak performance. Waters also provides services for software platforms, ensuring seamless system integration and compliance.

What support options are available for legacy or aging instruments?
Waters offers several support options for legacy and aging laboratory systems to help extend performance and reduce unplanned downtime. Through FlexCHOICE mySystem Coverage Solutions, laboratories can choose a service plan that fits their usage patterns and budget while receiving expert maintenance and repair support. For systems approaching obsolescence, the FlexUP Technology Renewal Program and Trade-In Program offer cost-effective ways to refresh your technology. These programs allow you to upgrade to newer instruments or reclaim value through buyback options—all while minimizing disruption to your workflows. Waters also provides method migration services to help you transfer validated protocols to next-generation systems with confidence.

Are Waters Services available globally?
Yes, Waters Services are available worldwide through a comprehensive global support network. With service teams operating in over 100 countries, Waters provides on-site and remote assistance to laboratories in the pharmaceutical, environmental, food, clinical, and industrial sectors. Whether you're located in North America, Europe, Asia, or other regions, you have access to local experts, certified engineers, and application specialists who understand your technology and regulatory environment. Waters' global infrastructure ensures consistent service quality, rapid response times, and access to compliant-ready support wherever your lab is located.