Waters innovations enable significant advancements in areas like healthcare, the environment, food safety and water quality. We help customers make profound discoveries, optimise lab operations, deliver product performance and ensure regulatory compliance. We are committed to achieve these goals through providing a challenging and team oriented work environment with great opportunities for professional and personal development. Waters is a publicly traded corporation (NYSE:WAT) with approximately 6000 employees and is represented in 85 countries around the world.
Waters are seeking a highly driven individual to manage and grow an established service team in the UK. This person will be expected to lead and motivate a field based team. This requires pro-active leadership and will be measured on the post holder’s ability to ensure productivity, efficiency and performance targets are met with his/her team. Focus on customer satisfaction metrics and customer Service Level Agreements (SLA’s) to the required contractual levels is a must. The post holder will focus time on customer relationship management, engineer one to one covering processes/development and continuous improvement in the performance of your team. The role also has statistical reporting and monitoring of Key Performance Indicators (KPI’s) as a component.
Direct Line Management of the field service engineers supporting our portfolio of products within a defined region.
Develop and maintain strong customer relationships with a primary focus on ensuring their success in the utilization of our product portfolio.
Provide or facilitate the provision of technical guidance to field engineers, including but not limited to accessing internal resources to assist in complex applications and technical issues for customers.
Work closely with Operation Excellence Manager to maximize quality prior to installation to reduce issues.
Ensure compliance with WGS Customer Support Systems
Proactively focus on improvement and efficiency gains to improve service delivery in your region, whilst understanding the shift in market/customer demand.
Perform analysis as required on various aspects of field operations, not exhaustively but including regular statistical updates against core KPI’s
Ability, desire and flexibility to perform a variety of operations.
Weekly review of escalations with Manager and WGS Manager.
Monthly update of field or product issues at country WGS Management Meeting.
The role requires overnight on-call to facilitate support of customer environments and specific customer projects that fall outside of normal working hours.
Any other additional task consummate with the level and scope of the role as deemed by management of Waters
The candidate is likely to have the following competencies:
Qualified to degree level in an engineering discipline, or equivalent level of experience