Field Service Manager

About the Role

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated, and customer-focused professionals who are technical experts on Waters’ product suite. As a District Service Manager, you will provide management support to a team of field service engineers dedicated to delivering Waters’ legendary service for customers utilizing our scientific instrumentation and software. This role offers the opportunity to recruit, develop, train, and manage a team while ensuring exceptional customer satisfaction and after-sales revenue growth.

The field service organization supports Waters' innovative product suite (LC, LC/MS, HPLC/UPLC, SFC) across multiple customer laboratories in industries such as Pharmaceutical & Life Sciences, Chemical Materials, Clinical, Food, Environmental, Forensics, Academia, and Government. This position is based in Northern New England (Northeast Massachusetts, New Hampshire, Maine), United States.

Responsibilities

• Demonstrate leadership by motivating, recruiting, training, and developing a team of Field Service Professionals responsible for providing legendary service and support to customers.
• Ensure the team exceeds customer satisfaction, driving after-sales revenues to meet or exceed annual goals.
• Ensure the most current product support and training is available and delivered to the Field Engineering Support team.
• Ensure compliance in all areas of Service Operations, including service delivery and administration.
• Meet regularly with new and existing customers to review service metrics and sell Waters solutions.
• Work closely with Sales, Support, and internal teams based in Milford and Manchester (UK) to ensure Field Engineer and Customer success.

Requirements

• BS/BA in Chemistry, Biology, Engineering, or another science-related field is desired; equivalent experience, training, and education will also be considered.
• Preference for prior management experience in the Scientific/Analytical Market.
• Service and sales experience is a plus.
• Valid Driver’s License in good standing is mandatory.
• Understanding of scientific application workflows and scientific software systems (CDS, SDMS, LIM, ELN).
• Willingness to travel overnight as required, including international travel for training.

Skills

• Ability and drive to motivate and develop direct reports and others.
• Interpersonal savvy in prioritizing customer needs and making effective business decisions.
• Ability to create a culture of accountability while empowering team members.
• Personal sense of integrity and trust.
• Ability to identify, prioritize, and manage critical issues to avoid escalations or conflicts.
• Effective time management skills.
• Ability to translate data into actionable information.
• Strong negotiation skills.
• Excellent verbal and written communication skills.

About the Company

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 leverages deep expertise in chemistry, physics, and biology. We collaborate with customers worldwide to advance the release of effective, high-quality medicines, ensure the safety of food and water, and improve patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance.

Our passionate team of ~16,000 colleagues drives relentless innovation, turning scientific challenges into breakthroughs that improve lives globally. Diversity and inclusion are fundamental to our core values, benefiting our employees, products, customers, and community. Waters complies with all applicable federal, state, and local laws, and qualified applicants are considered without regard to protected characteristics.