Global Service Strategy Leader

Ta Instruments; Northern (KY); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Waters Corporation, a global leader in life sciences, seeks a Senior Director, Global Service to lead the worldwide service organization and shape strategy for field service, technical support, and service growth.

You will partner with Sales, Commercial Excellence, Product Management, R&D, Applications, Marketing, Manufacturing and Operations to improve customer experience, drive profitable growth, and ensure execution excellence across regions.

Qualifications

• Ten or more years of progressive leadership experience in service, customer support, commercial operations, or a related function.
• Experience leading a complex, multi-region service organization in a global environment.
• Proven experience driving customer satisfaction, service growth, operational improvement, and organizational transformation.
• Strong financial and business acumen, including budgets, forecasts, business performance metrics, and profit improvement.

Responsibilities

• Develop and execute a multi-year global service strategy aligned with MSD priorities.
• Lead the worldwide service organization across the Americas, EMEA, China, and Asia Pacific, establishing clear priorities and consistent operating mechanisms.
• Own global field service delivery and ensure high-quality execution across regions with local flexibility.
• Drive service growth: contracts, renewals, upgrades, and service-led revenue opportunities.
• Partner with Product Management, R&D, Applications, Quality, and Operations to improve product reliability and field performance.

Skills

Strategic thinking

Customer focus

Executive presence

Operational excellence

Change leadership

Cross-cultural collaboration

Communication skills

Education

Bachelor's degree in engineering/science/business

Advanced degree or MBA preferred

Job description

Waters Corporation, a global leader in life sciences, seeks a Senior Director, Global Service to lead the worldwide service organization and shape strategy for field service, technical support, and service growth.

You will partner with Sales, Commercial Excellence, Product Management, R&D, Applications, Marketing, Manufacturing and Operations to improve customer experience, drive profitable growth, and ensure execution excellence across regions.