District Service Manager

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), this role is with Waters, a global leader in life sciences dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. Waters collaborates with analytical laboratories worldwide to advance medicine, food and water safety, and patient outcomes.

About the role

Join a high-impact leadership role where you will shape the success of a field service organization, develop talented service professionals, and drive exceptional customer outcomes. As a District Service Manager, you will lead and inspire a team of Field Service Engineers and Specialists across a defined territory, fostering a culture of accountability, continuous improvement, and customer focus. You will work closely with cross-functional partners and senior leadership to influence service strategy, enhance operational performance, and deliver innovative solutions that support customers and business growth.

This field-based leadership position requires residence within the district, preferably in Minneapolis MN, Chicago IL, or Denver CO, and involves up to 50% travel.

Responsibilities

Leadership

• Conduct frequent in-field/in-person visits to supervise and coordinate scheduled service activities, evaluating Field Service Representative (FSR) performance, morale, customer management, service skills, and technical proficiency.
• Travel with each FSR on the team at least twice per year.
• Coordinate regularly scheduled one-on-one meetings with FSRs and monitor team dynamics.
• Address morale or dissatisfaction issues early to drive retention and avoid FSR departures through relationship-building, career support, and operational assistance.
• Support FSR development through mentorship, guidance, and training, including identifying training needs and recommending relevant classes or seminars.
• Provide ongoing positive reinforcement and feedback to improve FSR performance.
• Ensure the FSR team has the tools, technologies, and access required for daily operations.
• Recruit, retain, and develop a high-performing team of FSRs through guidance, mentorship, and leading by example.
• Carry out Human Resource management responsibilities, including hires, job assignments, termination and promotion recommendations, transfers, salary actions, and performance reviews.

Customer Centricity

• Manage key account customers within the district.
• Accountable for district net promoter score, customer satisfaction, and team morale through frequent field travel, customer meetings, and ride-alongs.
• Drive a superb customer experience and long-term relationship retention by monitoring and delivering on key performance indicators (e.g., Mean Time to Repair, Response Time, On-Time PM Delivery).
• Complete a minimum of 12–25 in-person customer visits/meetings per year.

Operations

• Accountable for district operations and performance, implementing operational objectives and assignments.
• Develop short-term field service tactical plans and execution strategies.
• Ensure implementation of organizational policies, procedures, and appropriate utilization of company assets.
• Manage service inventory levels and utilization within the district.
• Actively participate in developing service technical training class schedules and evaluating their effectiveness.
• Deliver presentations during Service Leadership team meetings on topics critical to service efforts.
• Participate in assigned projects, communicating status, progress, and challenges to management or project teams.
• Monitor U.S. regulations affecting the district and align practices to comply with requirements, escalating issues as needed.
• Supervise goals, objectives, and resources, establishing mechanisms to review and improve Key Performance Indicators (KPIs) to meet service and financial targets.
• Ensure Environmental, Health, and Safety (EH&S) training by facilitating safety awareness programs, implementing policies, and documenting EH&S topics in staff meetings.
• Perform other related duties and assignments as required.

Requirements

• Bachelor’s degree required; technical discipline preferred.
• Minimum 10 years of field service, service operations, customer service delivery, or related experience, including 3 years of leadership experience managing, coaching, and developing field-based service or customer-facing teams.
• Proven experience leading service operations in a fast-paced, customer-centric environment.
• Medical device industry experience strongly preferred.
• Proficiency with Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel).

Benefits

BD offers a comprehensive Total Rewards program, including competitive compensation, benefits, and opportunities for learning, growth, and recognition. The company emphasizes a performance-based culture and supports associates through reward and development initiatives. For more details, visit the BD careers site.

Pay

Salary or hourly rate ranges are competitive and based on the role’s requirements, including necessary skills and education. Factors such as location, labor laws, and Collective Bargaining Agreements (where applicable) influence the range. The workplace arrangement (e.g., on-site, hybrid, or field-based) may also affect compensation.