Field Service Manager

Overview

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer focused professional that are technical experts on Waters’ product suite.  As a District 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 utilize our scientific instrumentation and software.  In this challenging role, you'll have the opportunity to recruit, develop, train, and manage 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 is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organization managing a service team in Northern New England (Northeast Massachusetts, New Hampshire, Maine) 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 Milford and Manchester (UK) to ensure Field Engineer and Customer success

Qualifications

• BS/BA in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education.
• Preference for prior management experience in the Scientific/ Analytical Market
• Service and sales experience is a plus
• Valid Driver's License in good standing is mandatory
• Understanding of the scientific application workflow along with the scientific software systems (CDS, SDMS, LIM, ELN)
• Overnight travel as required including international travel for training

Competencies:

• Ability and drive to motivate 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 and trust
• Ability to identify, prioritize, and manage critical issues, to avoid escalations/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