Sr Field Service Director

Responsibilities

Strategic

• Driving and communicating Waters' vision and Service strategy to the Service employees in the region.
• Lead all aspects and develop the support service organizations in the region ensuring individual, team, business unit objectives are met.
• Drive service transformation initiatives for customer experience excellence and margin expansion achieved through globally aligned and optimized service processes and systems.
• Plan the future needs for the support service organization, aligning the needs and requirements for support service with corporate direction.
• Building a strong talent pipeline across all Service teams in the region, by attracting, retaining and developing talent in the organization.

Leadership

• Serve as a senior leader in the Global Service Business driving improvement in the business across the globe.
• Drive a high-performance organization by cascading the Service strategy, setting goals, providing feedback, and facilitating development discussions with direct reports and senior service leaders in the region.

Operational

• Responsible for driving efficiencies in the escalation process, which includes sometimes getting involved in high level, sensitive and complex cases.
• Review customer satisfaction surveys and provide follow‑up as needed with customers and support engineers.
• Proactively identify customer problems and tendencies to drive regional and global solutions.
• Develop, implement, and maintain appropriate policies and procedures for delivering service contract, warranty, and time + materials work for customers.

Finance

• Establish and achieve an annual service operating plan in agreement with the VP for the region and with the VP for Global Service.
• Partner closely with General Managers and Sales leaders in the region to ensure a strong alignment and to maximise all revenue opportunities.

Qualifications

• Bachelor's degree (or equivalent experience) in Business or Technology oriented field, advanced degree such as MBA or technical masters preferred.
• Proven success in leading in a high technology service business environment, ideally within life sciences or similar.
• Experience within capital equipment or instrumentation service environment.
• Demonstrable track record in driving service escalation efficiencies.
• Strong leadership skills fostering an environment of collaboration, teamwork, execution, and accountability required, with demonstrated ability to effectively manage cross functional teams across a matrixed organization.
• Demonstrable leadership skills across multiple geographical locations.
• Ability to partner and influence at executive level and build long lasting relationships across different layers of the organisation.
• Experience in a life sciences or biotech environment preferred.
• International travel is required.