Service Sales Account Manager II

Overview

The Service Sales Account Manager II is responsible for achieving service business revenue, renewal, and profitability targets for Waters' instrument service offerings within the assigned territory. This role exists to maximize service contract attachment, renewal rates, and customer lifetime value by understanding customers' laboratory operations, recommending appropriate service plans and securing long-term recurring service revenue through proactive territory management, accurate forecasting, and strong customer relationships.

Responsibilities

Service Sales Execution & Territory Management 

• Plan and execute service sales activities in own territory, including opportunity generation, plan registration through the entire sales process for both new and renewal service contracts, and end-to-end customer account management.

Renewal Service Contract Management

• Drive renewal service contract management, including expiration tracking, proactive renewal quotation, negotiation, and closure to maximize retention rate.

CRM Opportunity Management

• Manage CRM opportunities end-to-end, including (1) opportunity qualification and dispatching, and (2) CRM data management to ensure pipeline accuracy and forecast reliability.

Sales Forecasting

• Provide accurate short- and long-term service revenue forecasts in the CRM system to support supply planning and business decision making.

Billable Service Order Management

• Manage billable service order process in own territory, including quotation, order entry validation, billing follow-up, and revenue recognition support.

Service Initiatives & Campaigns

• Plan and execute service initiatives and campaigns (e.g., compliance services, qualification services, upgrade programs) to expand service penetration and attach rates.

Cross-functional Collaboration

• Collaborate cross-functionally with Field Service Engineers, Inside Sales, Customer Support, Marketing, and Finance to deliver a seamless customer service experience.

Qualifications

Required

• Education: Bachelor's degree or above in Chemistry, Bioscience, Chemical Engineering, Biomedical Engineering, or related scientific/engineering discipline.
• Experience: Typically 3 or more years of experience in B2B sales, service sales, account management, or field service in life science, analytical instruments, laboratory consumables, or lab automation industry.
• At least intermediate English proficiency in speaking, listening, writing, and reading.
• Willingness to travel within the assigned territory.

Preferred

• Proven track record of achieving or exceeding service sales / renewal targets.
• Experience in service contract sales (extended warranty, maintenance plans).

Core Competencies

• Ability to balance multiple service opportunities, renewal cycles, stakeholders, and priorities, and make decisions within delegated commercial authority in a dynamic environment.
• Ability to analyze service contract data, install-base data, and customer situations to make sound commercial decisions and systematically solve problems.
• Strong result orientation and resilience under sales pressure while managing multiple priorities in a structured way.
• Excellent interpersonal and negotiation skills to manage diverse relationships and lead renewal negotiations.
• Strong customer-oriented mindset to build and manage key accounts.
• Self-driven and confident, with the ability to plan and lead territory activities strategically.
• Strong ownership of own business while contributing to team and total business results.
• Good presentation skills.