EMEA Service Director — Remote, Growth & Excellence

Waters Corporation; Allschwil; Vor Ort; CHF 150.000 - 210.000; Vollzeit

Zusammenfassung

Waters Corporation is seeking a Senior Director of Service to lead the regional service delivery organization across EMEA for lab automation, microbiology, molecular diagnostics, and chromatography/mass spectrometry solutions. The role is remote in Spain, Switzerland, or the United Kingdom.

Responsibilities include driving service revenue growth, optimizing operations, and ensuring exceptional customer experiences while managing remote teams and adhering to regulatory requirements.

Qualifikationen

• Bachelor’s degree in biology, chemistry, engineering, or a related field.
• 10+ years of experience in the medical device, diagnostics, or analytical instrument industry.
• 5+ years of experience in a leadership capacity, managing remote teams.
• Proven experience in growing service contract revenue or managing service P&L.
• Strong understanding of regulated, high-volume testing environments.
• Experience operating in a highly matrixed environment.
• Effective communication skills and fluent in English.
• Ability to travel frequently across the EMEA region and other regions as needed.

Aufgaben

• Implement initiatives to significantly increase service revenue through volume and price across the region.
• Partner with regional sales channels to maximize service attachment at point-of-sale and post-warranty for expanding instrument install base.
• Deploy value-added services, including proactive maintenance, remote diagnostics, and informatics solutions.
• Monitor KPIs for service delivery to maximize system uptime and utilization.
• Optimize service workflows for hardware installation, performance maintenance, repair, software implementation and leverage digital tools to improve efficiency.
• Ensure compliance with regulatory requirements and quality policies.
• Align regional service capabilities with the needs of the clinical customers.
• Ensure timeline resolution of regional escalations and customer complaints.
• Proactively monitor customer feedback to implement improvements.
• Establish recurring and relevant communications across the organization.
• Build high performing teams with a focus on talent and leadership development.
• Foster a culture of accountability, continuous improvement, innovation, and cross-functional collaboration.

Kenntnisse

Leadership

Communication

Fluent English

Travel readiness

Ausbildung

Bachelor’s degree in biology, chemistry, engineering, or a related field

Jobbeschreibung

Waters Corporation is seeking a Senior Director of Service to lead the regional service delivery organization across EMEA for lab automation, microbiology, molecular diagnostics, and chromatography/mass spectrometry solutions. The role is remote in Spain, Switzerland, or the United Kingdom.

Responsibilities include driving service revenue growth, optimizing operations, and ensuring exceptional customer experiences while managing remote teams and adhering to regulatory requirements.