US West 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 Materials Sciences product suite. As a Regional 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 Materials Sciences innovative product suite for multiple customer laboratories spanning across wide range of market segments. Waters Corporation is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organization managing a service team in the West region in United States.

Typical tasks of the position include, but are not limited to

• 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 New Castle, DE to ensure Field Engineer and Customer success

 

The successful candidate will have a combination of knowledge, skills, and experience that would include the following

Qualifications: 

• Oversees the day-to-day activities of field service engineers responsible for the installation, repair, andpreventative maintenance of various analytical instruments. Manages the available resources to ensure properterritory coverage and ensure that reasonable response times are met.
• Responsible for the development, communication, and achievement of annual revenue goals.
• Responsible for the selection, development and evaluation of field service engineering personnel in order toensure the efficient operation of the department.
• Reviews maintenance contracts to ensure agreements are being met.
• Establishes and maintains optimum level and mix of spare parts inventory.
• Reviews territory activities and makes recommendations for territory realignment and personnel assignment.
• Maintains communication with field service engineers, customers, R&D, and technical specialists in resolvingtechnical problems and/or bringing problems to their attention.

Competencies:

• BS in Engineering or other related technical/scientific field, and 5 – 6 years of field service experience; 2 yearsof which should have been in a lead capacity with responsibility for the training and development of technicalfield service personnel.
• Knowledge/training with thermal analysis or rheology instruments.
• Ability to organize and prioritize work activities and to handle multiple projects simultaneously
• Ability to make practical decisions without appreciable direction or advance preparation
• Strong interpersonal skills to effectively deal with customers and co-workers.
• Ability to travel by car or plane up to 40%. Remote based US - WEST preferred

 

 

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. 

 

 

 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.