Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer focused professional that are technical authorities on Waters' product suite. As a Regional Service Manager working for an industry leader, you'll provide management support to a team of field service engineers that are committed to ensuring Waters' legendary service for our customers who apply our scientific instrumentation and software. In this exciting role, you'll have the opportunity to recruit, develop, train, and lead a team. The field service organization provides technical expertise for Waters' innovative product suite (LC, LC/MS, HPLC/UPLC, SFC) for multiple customer laboratories spanning across the Pharmaceutical & Life Sciences, Chemical Materials, Clinical, Food, Environmental, Forensics, Academia and Government industries. Waters Corporation, Eastern Regional Service Team is currently seeking a highly motivated Service Leader to join our world-leading Field Services Organization leading a service team of 10 in the greater Mid Atlantic South area, United States.
Responsibilities:
Provide directional leadership to the District Service Team ensuring a common vision and purpose to optimally balance and maintain good customer experience while driving internal annual operating plan strategies at the local level Adopt global/regional KPI's and drive adherence locally through coaching to build standard processes driving down costs to the Service Organization based upon organizational strategies Partners with peers on regional projects to drive accurate change and develop standard processes Develops Team based on current/future scope of delivery of customer needs through service contracts and billable work through the most current product support available, providing training to the district Field Service Team Lead workflow and quality of work performed by the Field Service Team to ensure compliance in all areas of Service Operations for both service delivery and administration Meet on a regular basis with the leadership of new and existing customers to review service metrics to ensure alignment and partnership providing value to the customer Work closely with the Sales, Support and internal teams to ensure proper customer expectations are set for overall delivery of Customer success Qualifications:
This is a remote position requiring you to work out of your home office when not traveling within the district BS/BA in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education. You've acquired five plus years validated experience in leadership/management within the pharmaceutical, healthcare or academic/government environment in service or sales You have excellent Leadership, collaboration, influencing, mentoring, coaching, and communication skills including the ability to present, facilitate cross-functional meetings and interact with our customers every day. Travel for business and operate a company motor vehicle/drive (Valid Driver's License in good standing is mandatory) 50% of the time across the geography is required Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN) Competencies:
Ability and aim to empower and develop direct reports and others Interpersonal savvy in prioritizing customer needs with effective business decisions Create a culture of accountability, while empowering team members Personal sense of integrity, trust and dependability Ability to identify, prioritize, and handle critical issues, to avoid customer concerns/conflicts at a later stage Effective time management skills Ability to translate data into actionable information Strong negotiation skills Excellent verbal and written communication skills Follow customer/vendor credentialing #LI-Remote 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 over 60 years. With approximately 8,000 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 provide the insights needed today in order to solve the challenges of tomorrow.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.
Chromatography, Management, Field Manager, Service, Mass Spectroscopy
