Field Service Team Lead

Overview

Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Field Service Team Lead to support the very successful growth of our businesses across Malaysia. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences.

 

People create the Waters difference. By engaging with our dedicated and diverse workforce we continuously evolve, develop and enhance our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our field sales/service and specialist teams have over the years delivered great and sustainable business results. With a constant focus on growth and by developing new markets we are able to increase the business even within very challenging economic circumstances.

 

As Field Service Team Lead, you are an ambassador of Waters and will bring to the market Waters’ products and services. The candidate will demonstrate a clear grasp of understanding the customers’ business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing “customer success”. This position brings a great degree of flexibility working in the field. The role will be designated to either a territory and/or markets.

Responsibilities

· Provide guidance, instruction, and direction to the team

· Key holder and responsible for Service budget planning, order booking and long-term service contract execution on revenues and service margin

· Ensure effective and efficient instrument installation and repair services

· Maintain regular contact with your direct reports (minimum of bi-weekly check-ins)

· Conduct and document quarterly check-ins with team members as well as annual performance reviews

· Review service escalations on a weekly basis at a minimum to ensure appropriate actions are taken to achieve timely resolution

· Monitor Field Service Engineers’ Performance Maintenance schedules and ensure on-time completion as set out in Customer Service Level Agreements

· Coordinates service delivery in the region with FSE, tech support teams, remote service team and factory repair centers.

· Strive for continual self-improvement and to keep abreast of technical changes that occur within the product range

· Help create and develop policies and procedures for the service team in line with Waters corporation global objectives

· Carry out full system and module installation, performance maintenance and repairs of Waters products

Qualifications

Education:

· Bachelors/Masters Degree in Chemistry or Biology, Computer Science, Engineering or other science related field is desired, will also consider applications with equivalent experience, training and education.

 

Experience:

· 3-5 years in relevant field + 3 years supervisory/managerial

· Relevant experience with installation, performance maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation, preference for previous Waters product suite (HPLC/UPLC, LC/MS, HRMS, SFC, Informatics).

· Experience in IT Service delivery is plus point.

 

Skills:

· Project management and planning to ensure timelines are on track on project level.

· Strong leadership/team player with supervisor experience to lead and implement plans developed by the management team.

· Genuine interest in pushing boundaries of technology. Ability to communicate to team and articulate ideas to clients.

· Customer focus, with effective time management skills.

· Analytical mindset with a strong drive to resolve open issues.

· Strong interpersonal & communication skills

· Ability to maintain composure under pressure

 

Travel:

· This is a territory-based position with travelling within your designated territory, and occasional travels to other countries for activities such as governance of department, local business support, meetings and training