Field Service Director

Waters Corporation; Buffalo (NY); On-site; USD 162,000 - 270,000; Full time

Job summary

Waters Corporation seeks a Regional Service Director to lead the Northeast Field Services Organization, guiding around 100 field professionals to achieve profitable growth, superior customer satisfaction, and workforce effectiveness.

Reporting to the Regional Commercial General Manager, you will partner with regional and global leadership to implement service strategy, strengthen customer relationships, and ensure consistent performance across the region.

Qualifications

• Significant leadership experience in field service, technical service, customer support, or a related service business.
• Demonstrated P&L leadership experience, including responsibility for revenue growth, financial performance, and operational results.
• Proven success leading large, geographically dispersed organizations through multiple levels of management.
• Strong business acumen, customer focus, and ability to translate strategy into execution.
• Experience developing leaders, driving organizational change, and building high-performing teams.
• Excellent communication, influencing, and problem-solving capabilities.

Responsibilities

• Own regional service business performance, including revenue growth, profitability, productivity, forecasting, and achievement of strategic objectives.
• Develop and execute regional service plans aligned with commercial priorities and global service strategy.
• Drive sustainable growth while balancing customer, employee, and business outcomes.
• Foster a customer-centric culture focused on responsiveness, technical excellence, and continuous improvement.
• Build relationships with key customers to strengthen satisfaction, retention, and long-term growth.
• Partner with commercial teams to identify and capture service and business opportunities.
• Establish a disciplined, data-driven operating model that drives accountability, efficiency, and service quality.
• Lead continuous improvement initiatives that enhance service delivery, productivity, and organizational performance.
• Ensure compliance with quality, regulatory, and company requirements.
• Lead, coach, and develop District Service Managers and Field Service teams.
• Build a high-performance culture centered on accountability, collaboration, and continuous improvement.
• Drive talent development, succession planning, employee engagement, and organizational capability.
• Execute regional and global service initiatives and ensure effective adoption across the organization.
• Collaborate with sales, customer success, technical support, operations, finance, and other business functions to deliver outstanding customer outcomes.
• Partner with peers and global service leaders to share best practices and strengthen organizational performance.

Skills

Leadership

P&L leadership

Strategic thinking

Communication

Influencing

Problem-solving

Education

Bachelor's degree

Job description

Field Service Director

Req. #

27440

Job Family

FV - Field Service

Location

US-MA-Milford | US-NY | US-NJ | US-MA

Pay Range Minimum

USD $162,000.00

Pay Range Maximum

USD $270,000.00

Overview

The Regional Service Director is a senior business and people leader responsible for leading Waters' Service organization across the Northeast U.S. This role oversees a team of approximately 100 Field Service professionals through multiple levels of leadership and is accountable for delivering profitable growth, operational excellence, customer satisfaction, and workforce effectiveness.

Reporting to the Regional Commercial General Manager, the Regional Service Director partners closely with regional, Americas, and global leadership to execute service strategy, strengthen customer relationships, and drive consistent business performance.

Waters Corporation is currently seeking a highly skilled, motivated professional to join our world-leading Field Services Organization managing a service team in the North United States.

Responsibilities

Business Leadership

• Own regional service business performance, including revenue growth, profitability, productivity, forecasting, and achievement of strategic objectives.
• Develop and execute regional service plans aligned with commercial priorities and global service strategy.
• Drive sustainable growth while balancing customer, employee, and business outcomes.

Customer & Commercial Leadership

• Foster a customer-centric culture focused on responsiveness, technical excellence, and continuous improvement.
• Build relationships with key customers to strengthen satisfaction, retention, and long-term growth.
• Partner with commercial teams to identify and capture service and business opportunities.

Operational Excellence

• Establish a disciplined, data-driven operating model that drives accountability, efficiency, and service quality.
• Lead continuous improvement initiatives that enhance service delivery, productivity, and organizational performance.
• Ensure compliance with quality, regulatory, and company requirements.

Leadership & Talent Development

• Lead, coach, and develop District Service Managers and Field Service teams.
• Build a high-performance culture centered on accountability, collaboration, and continuous improvement.
• Drive talent development, succession planning, employee engagement, and organizational capability.

Strategy & Cross-Functional Collaboration

• Execute regional and global service initiatives and ensure effective adoption across the organization.
• Collaborate with sales, customer success, technical support, operations, finance, and other business functions to deliver outstanding customer outcomes.
• Partner with peers and global service leaders to share best practices and strengthen organizational performance.

Qualifications

Required

• Significant leadership experience in field service, technical service, customer support, or a related service business.
• Demonstrated P&L leadership experience, including responsibility for revenue growth, financial performance, and operational results.
• Proven success leading large, geographically dispersed organizations through multiple levels of management.
• Strong business acumen, customer focus, and ability to translate strategy into execution.
• Experience developing leaders, driving organizational change, and building high-performing teams.
• Excellent communication, influencing, and problem-solving capabilities.

Preferred

• Bachelor's degree in a scientific, engineering, business, or related field.
• Experience within scientific instrumentation, life sciences, diagnostics, medical technology, or another technically complex service environment.
• Familiarity with digital, analytics, remote support, and AI-enabled service capabilities.

The successful candidate is a customer-focused business leader who combines strong commercial and operational acumen with a passion for developing people. This leader drives results through accountability, collaboration, and continuous improvement while creating an environment where exceptional customer outcomes and sustainable business growth go hand in hand.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.

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.

Key Words

Chromatography, Management, Field Manager, Service, Mass Spectroscopy, Director, Field Service