Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We're the problem solvers and innovators that aren't afraid to take risks to transform the world of human health and well-being. We're all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Job Description
The leader is responsible for enabling the service and support team of Waters Division by enhancing their market knowledge, technical expertise as well as specific clinical and forensic service & support skills. This role will oversee Field Service and Support, sub-regional escalations and value-added support for instruments.
As the Regional Service Operations Manager, you are an ambassador of Waters and will be responsible for achieving high levels of customer satisfaction in the field of Waters equipment and services. This role reports into the GM for ASEAN with a dotted line reporting to Senior Director for APAC Service.
Key Responsibilities:
Strategic Leadership & Team Management
- Lead and develop a team of Field Service & Support specialists and technical support professionals.
- Drive a culture of continuous improvement, collaboration, and innovation.
- Design, develop and execute comprehensive, timely and effective implementations, response and repair times to meet targets.
- Drive strategic initiatives coming from global HQ as well as APAC team.
- Redefine how we deliver service in the distributor markets - influence the distributor company owners to see Service as a profit center.
Regional Informatics & Project Services Leadership (SEA)
- Lead the strategy, development, and execution of Informatics Professional Services (IPS) across ASEAN, ensuring alignment with commercial priorities and customer needs.
- Drive service revenue growth through IPS expansion and improved service attach rates.
- Establish a scalable Installation Project Management (IPM) model to support increasing system complexity and regional growth.
Customer& Field Support
- Pre/post sales visits along with the commercial team to address customer needs.
- Provide service and support at the customer sites to enable customer test of record and provide on-going customer support for Waters Systems.
- Provide support in customer escalation, CAPA, and resolution of regulatory reporting events.
Collaboration& Cross-Functional Support
- Matrix management and managing the internal customers - such as Sales Managers, APAC and Global service teams.
- Work closely with Sales, Marketing, Distributor Engineers, and Application and Support teams to align service &support strategies with business objectives.
- Partner with R&D and Quality to provide customer feedback for product development and improvements.
- Develop and update internal knowledge base and provide expert center support.
- Support product launches with implementation, customer familiarization training, relocations, routine maintenance, remote, on-site repair, support and troubleshooting.
Operational Excellence & Productivity nuances
- Ensure compliance and data accuracy with Compass (Sales Force) and Expense reporting.
- Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
- Drive digital transformation initiatives, AI Adoption in field.
- Relook at the org structure and drive improvements in how we execute service delivery - specifically focus on scheduling, dispatch, materials management, FSE time management, PM Planning.
Training& Knowledge Sharing
- Oversee internal and external training programs to ensure team expertise and customer education.
- Deliver service training to educate the field service teams on hardware and software systems as well as unique benefits and features of Waters Systems Solutions.
- Deliver service training for distributor partners supporting clinical customers.
- Foster knowledge-sharing across global teams to standardize support approaches.
Job Requirements:
- Bachelor's degree in science or engineering discipline.
- Demonstrated experience as a field service engineer in the past as well as management experience in the Scientific/Analytical Market, with preference for expertise in HPLC and LC/MS.
- Strong customer centricity.
- Strong leadership and team management capabilities.
- Exceptional communication and interpersonal skills.
- Strategic thinking abilities.
- Willingness to travel up to 50% within the ASEAN region.
BIPO SERVICE (SINGAPORE) PTE. LTD.
18S9180
