US West Field Service Manager

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer focused professional that aretechnical experts on Waters Materials Sciences product suite. As a Regional Service Manager working for an industry leader, you'll providemanagement support to a team of field service engineers that are committed to ensuring Waters’ legendary service for our customers whoutilize our scientific instrumentation and software. In this challenging role, you'll have the opportunity to recruit, develop, train, andmanage a team. The field service organization provides technical expertise for Waters Materials Sciences innovative product suite formultiple customer laboratories spanning across wide range of market segments.

Waters Corporation is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organizationmanaging a service team in the West region in United States.

Responsibilities

• Demonstrate leadership by motivating, recruiting, training, and developing a team of Field Service Professionals who are responsible for providing legendary service and support to our customers
• Ensure team exceeds customer satisfaction resulting in after sales revenues to meet/exceed annual goals
• Ensure that the most current product support and training has been made available and delivered to the Field Engineering Support team
• Ensure compliance in all areas of Service Operations for both service delivery and administration
• Meet on a regular basis with new and existing customers to review service metrics and sell Waters solutions
• Work closely with the Sales, Support and internal teams based in New Castle, DE to ensure Field Engineer and Customer success

 

Qualifications

Qualifications: 

• Oversees the day-to-day activities of field service engineers responsible for the installation, repair, andpreventative maintenance of various analytical instruments. Manages the available resources to ensure properterritory coverage and ensure that reasonable response times are met.
• Responsible for the development, communication, and achievement of annual revenue goals.
• Responsible for the selection, development and evaluation of field service engineering personnel in order toensure the efficient operation of the department.
• Reviews maintenance contracts to ensure agreements are being met.
• Establishes and maintains optimum level and mix of spare parts inventory.
• Reviews territory activities and makes recommendations for territory realignment and personnel assignment.
• Maintains communication with field service engineers, customers, R&D, and technical specialists in resolvingtechnical problems and/or bringing problems to their attention.

Competencies:

• BS in Engineering or other related technical/scientific field, and 5 – 6 years of field service experience; 2 yearsof which should have been in a lead capacity with responsibility for the training and development of technicalfield service personnel.
• Knowledge/training with thermal analysis or rheology instruments.
• Ability to organize and prioritize work activities and to handle multiple projects simultaneously
• Ability to make practical decisions without appreciable direction or advance preparation
• Strong interpersonal skills to effectively deal with customers and co-workers.
• Ability to travel by car or plane up to 40%. Remote based US - WEST preferred