Waters Corporation

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Area Service Manager UK South

Area Service Manager UK South

System ID 
7845
Company Name 
Waters Division
Category 
Field Service
Job Locations 
UK-Elstree
UK-South
Employment Type 
Regular Full-Time
Job Location : Country (Full Name) 
United Kingdom

More information about this job

Company Description

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.

 

Overview

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.

Responsibilities

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

Qualifications

The candidate is likely to have the following competencies:

Qualified to degree level in an engineering discipline, or equivalent level of experience

  • Experience managing a field based teams
  • Life Science and/or chemical experience is favorable
  • A good communicator with a high level of customer focus
  • A keen interest  and methodical approach to fault finding and problem solving
  • Drive and engagement to develop
  • Calm under pressure.
  • Highly organized.
  • Strong influencing skills
  • Ability to work at all levels within the subsidiary
  • Good business Acumen
  • This person must hold a current passport and be prepared to travel abroad not only during working hours but also occasionally at weekends.
  • The role requires a large degree of travel throughout the UK incorporating overnight stays, therefore a current clean driving license will be required.