Waters Implementation Project Manager (LC/MS Systems) in Milford, Massachusetts

For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 5,000 employees and is represented in 85 countries around the world.

Waters Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Waters Corporation is looking for an Implementation Project Manager to join the Field Services Organization which is comprised of highly skilled, motivated and customer focused professionals that are technical experts on Waters’ product suite.

As an Implementation Project Manager (LC/MS Systems) working for an industry leader, you will be committed to ensuring compliance and customer success during the implementation of Waters LC, LC/MS, HPLC/UPLC, and SFC product lines. In this role, you'll have the opportunity to manage the Implementation of Waters' innovative product suite (LC, LC/MS, HPLC/UPLC, SFC) within multiple customer laboratories spanning across the Pharmaceutical & Life Sciences, Chemical Materials, Clinical, Food, Environmental, Forensics, Academia and Government industries.

We are currently seeking an Implementation Project Manager who will manage and coordinate the Implementations of Waters LC/MS Systems solutions in the North District area.

Ownership & Responsibility:

Project management & process oversight for the complete Implementation process - defined by Waters global Operational Excellence framework as:

  • Sales to Service hand-off

  • Planning

  • Delivery

  • Installation

  • Operator Development

  • Feedback & Closing the loop

  • Project evaluation & Process improvement

Technical order review (done via CIT):

  • Responsible for technical order review (with qualified Specialists) to identify & correct errors or omissions

  • Collaboration & process improvement to prevent future order errors & omissions

Business system process (CIT):

  • Coordination of implementation records and process management to ensure compliance and customer success. (Especially sales to service hand off)

  • Ensure that all Implementation documentation is sent to customer, receive and review returned documentation - should be coordinated via MY IMPLEMENTATION

  • Work with local Service Managers to organize pre-installation site visits (where needed) to ensure site ready for installation

  • Review Implementation records for accuracy & to improve process compliance

  • Plan installation with Service Managers to ensure all relevant resources are available and scheduled. Provide frequent updates.

  • Continually assess the level of customer satisfaction and take appropriate steps to resolve issues raised.

  • Collect and monitor Warranty and quality issues; ensure they are appropriately reported to facilitate awareness by appropriate functional management

  • Manage customer complaints via CIT process.

Customer Success:

  • Utilize and coordinate resources to ensure that instruments are installed to schedule and applications match customer needs.

  • Understand, communicate, & manage customer expectations.

  • Coordinate system level training / APS delivery with applications specialists.

  • Ensure that customer regulatory requirements and Health & Safety standards are complied with at all times.

Feedback & Closing the loop (via CustomerSat survey):

  • Post implementation, survey the account and other stakeholders as appropriate, to collect Voice of Customer feedback

  • Close the loop to ensure customer satisfaction and drive process improvement

  • Provide Sales team with leads for future business development opportunities and needs for Waters solutions.

Relocations (Could be future responsibility depending on workload)

  • Project management & process oversight for instrument relocations

  • Plan relocation transportation, coordinate & order relevant resources (e.g. Instrument crates, third parties).

  • Work with local Service Managers to organize and schedule engineer resources.

Ensure accurate invoicing

  • BS/BA in Chemistry or Biology, engineering or other science related field

  • Minimum of 5 years experience with Waters’ product suite (LC, LC/MS, HPLC/UPLC, SFC, Informatics) conducting advanced installation, troubleshooting and support

  • Understand Waters system configuration and site requirements for system implementations

  • Valid Driver's License in good standing is mandatory

  • Overnight travel as required including international travel for meetings

  • Position will consist of 10 - 30% travel


  • Process driven, understanding of Project Management & Business Process Management

  • Ability to work at all levels within the global Waters organization

  • Must possess a strong customer focus

  • Interpersonal savvy, communicate with different expertise levels appropriately and change your approach to meet customers’ needs

  • Ability to interact with data specialists, customer's IT, laboratory facilities group and our field sales and service organization

  • Personal sense of integrity and trust

  • Effective time management skills

  • Responsive to customer requests

  • Excellent verbal and written communication skills

implementation, project management, PM, field, installs, LC/MS, laboratory, troubleshoot, support

Company Name: Waters Division

External Company URL: www.waters.com