Digital Service Product Owner

Overview

The Digital Service Product Owner is responsible for developing and continuously improving the digital and customer facing  AI capabilities that support our Field Service Engineers and our customers.The role has two primary objectives:

• Improve FSE productivity by providing faster and easier access to technical knowledge, troubleshooting guidance, service information, and AI-enabled tools.
• Develop the customer-facing digital and AI experience, enabling customers to directly access selected Waters knowledge and support capabilities as part of our Service value proposition.

The role owns the Digital Service product roadmap and translates customer and field needs into practical capabilities that improve customer experience, instrument uptime, field efficiency, and the value of Waters Service.

Responsibilities

Own the Digital & AI Service Roadmap

• Own and prioritize the roadmap for Service digital and AI capabilities.
• Understand customer and FSE needs and translate them into clear product requirements.
• Partner with Digital, IT, Technical Support, Product Management, Regional Service and other teams to develop and deploy solutions.
• Use feedback, adoption, and performance data to continuously improve the products.

 

Improve FSE & Expert Center Productivity

• Work directly with service delivery teams to understand their workflows and identify opportunities to simplify their work.
• Continuously improve digital and AI tools.
• Enable faster access to technical knowledge, troubleshooting information, service history, known issues, and other relevant content.
• Identify opportunities to use AI and automation to reduce non-value-added activities.
• Measure adoption and productivity improvements.

 

Develop the Customer AI Experience

• Define how customers should interact with Waters AI and what problems the platform should help them solve.
• Understand the customer journey and design a simple experience from question to resolution or escalation.
• Define, with Technical Support and subject-matter experts, the appropriate level of technical content available to customers.
• Maintain clear differentiation between customer-accessible knowledge and the deeper technical capabilities available to Waters FSEs.
• Continuously improve the experience based on customer feedback, usage, and unresolved needs.

Connect Digital Capabilities to Service Offers

• Work closely with the ASD Global Service Offers Management team to ensure the digital roadmap and Service offer portfolio evolve together.
• For each capability, determine whether it is primarily an internal capability improving Service operations and FSE productivity; or a customer-facing capability that can increase the value and differentiation of our Service contracts.
• Partner with the offer management team to identify opportunities to incorporate digital and AI capabilities into existing Service contracts or develop new premium offerings, including appropriate customer access and entitlements.

 

Ensure Content Readiness & Drive Adoption

• Partner with designated content owners across AI Team, Global Technical Support, Product Management, FSE experts, and other teams to define the technical content and knowledge required for both FSE and customer AI experiences.
• Hold content owners accountable for delivering and maintaining their assigned content, while coordinating priorities, dependencies, and timelines across teams.
• Ensure contributions come together as a cohesive, customer-friendly experience, with appropriate customer-facing content and deeper technical knowledge available to Waters experts.
• Look across the end-to-end experience to identify content gaps, inconsistencies, and emerging opportunities, and work with the responsible owners to address them.
• Drive adoption with FSEs and customers and continuously improve capabilities based on feedback and actual usage.

 

Success will be measured through:

• Increased adoption of digital and AI tools by FSEs and customers.
• Improved FSE productivity and faster access to technical information.
• Faster troubleshooting and issue resolution.
• Successful adoption of customer-facing AI capabilities.
• Customer satisfaction with the digital Service experience.
• Digital and AI capabilities successfully integrated into the Service offer portfolio.
• Increased differentiation and value of Waters Service contracts.
• Development of digital capabilities that can contribute to recurring Service revenue.

 

Qualifications

• Bachelor’s degree in Engineering, Science, or related field.
• 3-5 years of experience in product ownership, program management, knowledge management, technical support, field service, or related technical roles.
• Experience working within global service, customer-facing, or field service organizations strongly preferred.
• Experience with digital products, AI-enabled solutions, or knowledge platforms, including the ability to translate user and business needs into product requirements.
• Strong understanding of Service operations, customer workflows, and opportunities to improve outcomes through digital and AI capabilities.
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence without direct authority and drive cross-functional alignment.
• Proven ability to manage complex initiatives, balance competing priorities, and deliver results in a fast-paced environment.
• Customer-focused mindset with a passion for solving real business problems and delivering scalable solutions for customers, field teams, and the Service business.