Overview
The EMEA Service Leader role will be responsible for achieving outstanding customer satisfaction, above market revenue growth and continued margin expansion through supporting Waters products and solutions with our field service teams. This senior role reports directly to the Commercial VP of EMEA and will cover escalations, service delivery processes, strategy development and execution, and professional services delivery. The role also reports indirectly to the VP of Global Service in the Waters Division.
Responsibilities
Strategic:
1. Driving and communicating Waters' vision and Service strategy to the Service employees in the region.
2. Lead all aspects and develop the support service organizations in the region ensuring individual, team, business unit objectives are met.
3. Drive service transformation initiatives for customer experience excellence and margin expansion achieved though globally aligned and optimized service processes and systems.
4. Plan the future needs for the support service organization, aligning the needs and requirements for support service with corporate direction.
5. Building a strong talent pipeline is across all Service teams in the region, by attracting, retaining and developing talent in the organization.
Leadership:
6. Serve as a senior leader in the Global Service Business driving improvement in the business across the globe.
7. 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:
8. Responsible for driving efficiencies in the escalation process, which includes sometimes getting involved in high level, sensitive and complex cases.
9. Review customer satisfaction surveys and provide follow-up as needed with customers and support engineers
10. Proactively identify customer problems and tendencies to drive regional and global solutions.
11. Develop, implement, and maintain appropriate policies and procedures for delivering service contract, warranty, and time + materials work for customers
Finance:
12. Establish and achieve an annual service operating plan in agreement with the VP for the region and with the VP for Global Service
13. Partner closely with General Managers and Sales leaders in the region to ensure a strong alignment and to maximise all revenue opportunities
Qualifications
14. Bachelor's degree (or equivalent experience) in Business or Technology oriented field, advanced degree such as MBA or technical masters preferred.
15. Proven success in leading in a high technology service business environment, ideally within life sciences or similar.
16. Experience within capital equipment or instrumentation service environment.
17. Demonstrable track record in driving service escalation efficiencies.
18. 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.
19. Demonstrable leadership skills across multiple geographical locations.
20. Ability to partner and influence at executive level and build long lasting relationships across different layers of the organisation.
21. Experience in a life sciences or biotech environment preferred.
22. International travel is required.
Company Description
(NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.
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.