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Waters Director, Global Service Product Success in Milford, Massachusetts

The Director, Global Service Product Success is responsible for leading a cross functional team driving customer success with our products by managing New Product Introductions, Product Market Readiness and Escalation processes for the Global Service Organization.

New Product Introductions and Market Readiness
  • Manage day to day operations for the Global Services Product Introduction activities, including but not limited to new products, product updates, upgrades and sustaining activities.

  • Ensure that issues are documented and addressed at the appropriate levels of the organization.

  • Utilize department metrics to monitor the effectiveness of the Global Services Product Introduction function and make necessary adjustments to ensure that serviceability, deployability, efficiency and department objectives are achieved.

  • Interact with all levels of the Waters organization, with a primary focus on Global Service, Global Field Operations, Quality, Product/Project Management and Development organizations.

  • Ensure that service requirements and existing product defects identified in the escalation process are driven into the new product development process and those requirements are adequately represented at project meetings.

Escalations

  • Manage the day-to-day Escalation support activities provided to the Waters Global Field Service Organization.

  • Collaborate with cross functional department leaders to ensure that escalated customer issues are diagnosed and resolved in a timely manner.

  • Ensure that cross functional department actions have clearly identified owners to drive accountability.

  • Ensure that all escalation activity is tracked in the service business management system. Ensure that effective metrics are maintained, tracked and trended.

  • Drive continuous learning and improvement from the escalation process back into products, processes, and training.

  • Monitor the effectiveness of the escalation function and make necessary adjustments to ensure that Waters’ customer satisfaction goals and business objectives are achieved. Recruit, hire, and manage the performance of employees, while conducting effective performance appraisals and coaching sessions.

  • Ensure that the team is compliant with Quality and Business-related processes, procedures and requirements.

  • BSc degree in technical discipline, Engineering or Sciences, or equivalent experience

  • 10 years of Field Service and/or technical support experience

  • Prior management and/or leadership experience

  • Experience providing support for scientific software and hardware, including enterprise networks, Liquid Chromatography and Mass Spectrometry analytical techniques. Knowledge of Waters’ products, systems and markets preferred.

  • Excellent communication and interpersonal skills, with demonstrated problem solving, change management, influencing, analytical and planning skills, with the ability to handle multiple tasks.

  • Computer skills with experience with word processing, spreadsheets and databases

  • Position will require global travel (approximately 15 – 20% of the time).

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.

Company Name: Waters Division

External Company URL: www.waters.com

Street: 34 Maple Street

Telecommute: Negotiable - Flexwise

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