Field Service Manager

Waters Corporation; Toronto; On-site; CAD 110,000 - 140,000; Full time

Job summary

Waters Corporation is seeking a District Service Manager to lead a team of Field Service Engineers based in the Montreal, QC and Toronto, ON areas, ensuring service excellence and revenue growth across Waters’ analytical instruments.

You will recruit, develop, and coach the team, align with Sales and Support, and drive customer success while maintaining accountability and continuous improvement. The role requires bilingual English/French and willingness to travel for training.

Qualifications

• BS/BA in chemistry, biology, engineering or related field (or equivalent experience).
• Bilingual English and French capabilities.
• Prior management experience in the scientific/analytical market preferred; sales experience a plus.

Responsibilities

• Recruit, train, and develop a high-performing team of Field Service Engineers.
• Motivate and empower team members to achieve service excellence and business objectives.
• Ensure superior customer experience and satisfaction across all service interactions.
• Conduct regular customer meetings to review service metrics and identify opportunities for improvement.
• Ensure compliance with service delivery and administrative processes.
• Provide up-to-date product support and training to the team.
• Collaborate with Sales, Support, and internal teams to drive customer success.
• Achieve after-sales revenue targets and contribute to annual business goals.
• Translate service data into actionable insights for continuous improvement.

Skills

Bilingual EN/FR

Leadership

Communication

Negotiation

Time management

Data-driven problem solving

Travel willingness

Education

BS/BA in Chemistry/ Biology/ Engineering

Tools

CDS

SDMS

LIMS

ELN

Job description

Overview

The District Service Manager is responsible for leading and managing a team of Field Service Engineers who deliver exceptional service and support for Waters’ innovative product suite, including LC, LC/MS, HPLC/UPLC, and SFC systems. This role ensures operational excellence, customer satisfaction, and revenue growth within the assigned district. The manager will recruit, develop, and coach team members while fostering a culture of accountability and continuous improvement.

Waters Corporation is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organization managing a service team based in the Montreal, QC and Toronto, ON areas.

Responsibilities

• Recruit, train, and develop a high-performing team of Field Service Engineers.
• Motivate and empower team members to achieve service excellence and business objectives.
• Ensure superior customer experience and satisfaction across all service interactions.
• Conduct regular customer meetings to review service metrics and identify opportunities for improvement.
• Ensure compliance with all service delivery and administrative processes.
• Provide up-to-date product support and training to the team.
• Collaborate with Sales, Support, and internal teams to drive customer success.
• Achieve after-sales revenue targets and contribute to annual business goals.
• Translate service data into actionable insights for continuous improvement.

Qualifications

• BS/BA in Chemistry, Biology, Engineering, or related scientific field (or equivalent experience).
• Bilingual language capabilities, English and French
• Prior management experience in the scientific/analytical market preferred.
• Sales experience is a plus.
• Strong leadership and team development capabilities.
• Excellent interpersonal, negotiation, and communication skills.
• Ability to manage priorities, resolve conflicts, and make effective business decisions.
• Understanding of scientific workflows and software systems (CDS, SDMS, LIMS, ELN).
• Valid driver’s license in good standing.
• Ability to travel overnight and internationally for training as needed.
• Core Competencies
  • Motivational leadership and coaching
  • Customer-centric decision-making
  • Integrity and trust
  • Effective time management and organizational skills
  • Strong negotiation skills
  • Data-driven problem solving
  • Excellent verbal and written communication skills

Company Description

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state,and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status,or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.