Field Service Manager

As National Customer Service Manager, you will strive to uphold the Waters brand and reputation by delivering superior customer services. You and your team are ambassadors of Waters and will be responsible for achieving high levels of customer satisfaction. You will be expected to interface with customers at senior level to proactively share the value we bring and to personally capture the voice of the customer to ensure that we continue to drive the Waters service business from strength to strength. 

The role is based in Sydney and travel throughout Australia and New Zealand will be required.

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

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

• 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 & Process Optimization

• Ensure compliance and data accuracy with Compass (SalesForce) and Expense reporting
• Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
• Drive digital transformation initiatives, such as Waters Academy for Clinical.

Training & Knowledge Sharing

• Oversee internal and external training programs to ensure team expertise and customer education.
• Develop technical content, including knowledge content and best practices.
• 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.

KEY 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 leadership and team management capabilities.
• Exceptional communication and interpersonal skills.
• Strategic thinking abilities.
• Proficiency in forecast and target setting management skills.
• Experience in sales and customer relationship management is advantageous.
• Willingness to travel within ANZ

COMPETENCIES:

• Strong customer focus
• Action oriented & can make timely decisions
• Pushes self and others for results
• Builds effective & motivated teams
• Excellent planning & organisational skills
• Strong problem-solving capabilities
• Strong interpersonal skills & a clear communicator
• Has great composure & can quickly zero in on priorities
• Comfortable directing others & not afraid to take action when required
• Proven capability to manage resources effectively

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 over 60 years. With approximately 8,000 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. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.