Field Service Manager

Overview

The District Service Manager is responsible for leading and managing a team of Field Service Engineers who deliver exceptional service and support for Waters’ innovative product suite, including LC, LC/MS, HPLC/UPLC, and SFC systems. This role ensures operational excellence, customer satisfaction, and revenue growth within the assigned district. The manager will recruit, develop, and coach team members while fostering a culture of accountability and continuous improvement.

Waters Corporation is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organization managing a service team based in the Montreal, QC and Toronto, ON areas.

Responsibilities

• Recruit, train, and develop a high-performing team of Field Service Engineers.
• Motivate and empower team members to achieve service excellence and business objectives.
• Ensure superior customer experience and satisfaction across all service interactions.
• Conduct regular customer meetings to review service metrics and identify opportunities for improvement.
• Ensure compliance with all service delivery and administrative processes.
• Provide up-to-date product support and training to the team.
• Collaborate with Sales, Support, and internal teams to drive customer success.
• Achieve after-sales revenue targets and contribute to annual business goals.
• Translate service data into actionable insights for continuous improvement.

Qualifications

• BS/BA in Chemistry, Biology, Engineering, or related scientific field (or equivalent experience).
• Bilingual language capabilities, English and French
• Prior management experience in the scientific/analytical market preferred.
• Sales experience is a plus.
• Strong leadership and team development capabilities.
• Excellent interpersonal, negotiation, and communication skills.
• Ability to manage priorities, resolve conflicts, and make effective business decisions.
• Understanding of scientific workflows and software systems (CDS, SDMS, LIMS, ELN).
• Valid driver’s license in good standing.
• Ability to travel overnight and internationally for training as needed.
• Core Competencies• Motivational leadership and coaching• Customer-centric decision-making• Integrity and trust• Effective time management and organizational skills• Strong negotiation skills• Data-driven problem solving• Excellent verbal and written communication skills