Professional Services Manager

Waters Corporation; Topeka (KS); On-site; USD 90,000 - 130,000; Full time

Job summary

Waters Corporation seeks a Professional Informatics Services Team Leader to manage a field-based services team and partner with other leaders to deliver Informatics engagements with customers. The role requires strong customer relations, staffing, and revenue delivery for Waters’ informatics solutions.

Responsibilities include staff development, scheduling, and aligning with Sales to pursue new opportunities while maintaining high service quality and customer satisfaction across the Americas.

Qualifications

• Must possess a strong customer focus.
• Interpersonal savvy; communicate with different expertise levels appropriately.
• Personal integrity and trust.
• Effective time management and organizational skills.
• Ability to lead, coach and motivate staff.
• Ability to influence and manage work product quality of staff.
• Excellent verbal and written communication skills.

Responsibilities

• Establish and maintain collaborative relationships with customers.
• Manage customer expectations, by communicating work performed and providing follow up plan if needed.
• Work closely with the Americas sales and service teams to ensure customer success and legendary service.
• Drive Informatics implementation services revenue and business implications.
• Staff hiring, training and development.
• Resource management and scheduling.
• Maintain sound knowledge regarding the technology and customers' application demands by maintaining a 50% customer work schedule.
• Work with Sales team in respect to identifying future business development opportunities and needs for Waters solutions.
• Identify and address opportunities for improvement in quality or efficiency.

Skills

Customer focus

Interpersonal savvy

Time management

Leadership

Communication skills

Job description

Waters Corporation's Professional Services Organization is comprised of highly skilled, motivated and customer focused professionals that partner with customers to ensure successful utilization of Waters’ products. This team is responsible for the enablement of the Waters suite of network-based informatics products across the Americas customer base. The team delivers education, training, and consultative support to help customers effectively adopt and utilize Waters informatics solutions.

We are currently seeking a Professional Informatics Services Team Leader who will be responsible for managing a field-based professional services team and work in collaboration with other team leaders and managers to successfully deliver services required for Informatics Professional Services engagements with customers.

Responsibilities

• Establish and maintain collaborative relationships with customers
• Manage customer expectations, by communicating work performed and providing follow up plan if needed
• Work closely with the Americas sales and service teams to ensure customer success and legendary service
• Drive Informatics implementation services revenue and business implications
• Staff hiring, training and development
• Resource management and scheduling
• Maintain sound knowledge regarding the technology and customers' application demands by maintaining a 50% customer work schedule
• Work with Sales team in respect to identifying future business development opportunities and needs for Waters solutions
• Identify and address opportunities for improvement in quality or efficiency

Qualifications

• Must possess a strong customer focus
• Interpersonal savvy, communicate with different expertise levels appropriately and change approach to meet customers’ needs
• Personal sense of integrity and trust
• Effective time management and organizational skills
• Ability to lead, coach and motivate staff
• Ability to influence and manage work product quality of staff
• Excellent verbal and written communication skills

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.