Global Service Leader: Strategy, Growth & Excellence

Waters Corporation; New Castle (DE); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Waters Corporation is seeking a Senior Director, Global Service to lead the worldwide service organization and shape the strategy, operating model, and capabilities for exceptional customer experience and sustainable growth.

The role drives global field service, technical support, and service revenue, partnering with Sales, Product Management, and R&D to improve execution and profitability across the division. Hybrid/onsite in New Castle, Delaware preferred.

Qualifications

• Ten or more years of progressive leadership experience in service, customer support, or related operations.
• Experience leading a multi-region service organization in a global setting.
• Strong financial acumen with budgets, forecasts, and profitability improvement.

Responsibilities

• Lead global service, technical support, and service growth with a focus on customer satisfaction.
• Develop and execute a multi-year global service strategy across regions.
• Partner with Sales, Product Management, R&D, and Operations to drive growth and efficiency.
• Establish performance standards for response, resolution, uptime, and customer satisfaction.
• Build executive relationships with key customers and manage critical escalations.

Skills

Strategic thinking

Executive presence

Change leadership

Cross-functional collaboration

Education

Bachelor’s degree in Engineering/Science/Business

MBA preferred

Job description

Waters Corporation is seeking a Senior Director, Global Service to lead the worldwide service organization and shape the strategy, operating model, and capabilities for exceptional customer experience and sustainable growth.

The role drives global field service, technical support, and service revenue, partnering with Sales, Product Management, and R&D to improve execution and profitability across the division. Hybrid/onsite in New Castle, Delaware preferred.