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Waters Director, Informatics Global Service Support in Milford, Massachusetts

The Director of Global Service Informatics Support will be responsible for leading a global technical team responsible for driving customer success with our Informatics products. Key priorities with this new role are to provide industry leading support to Waters Customers and Field Organization, drive efficiency, usability and serviceability into our Enterprise informatics product line and manage a team developing and delivering technical training to our field organization.

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

  • Evolve the Informatics Support Strategy, ease of use, serviceability, deployability and remote support capabilities, while enhancing customer satisfaction and driving efficiency.

  • Lead a team that manages the day to day operations for the Global Services Informatics activities, including but not limited to customer and field support, New Products introductions (new platforms, updates, hot fixes, etc.), and training activities.

  • Utilize department metrics to monitor the effectiveness of the Global Services Informatics department and ensure objectives are achieved.

  • Collaborate with the Escalation Team to ensure escalated customer issues are actively being addressed and resolved.

  • Drive continuous learning and improvement from the various service processes back into products, processes, and training.

  • Recruit, hire, and empower 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.

  • BS degree in technical discipline in Engineering or Sciences, or equivalent experience.

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

  • Prior management and/or leadership experience

  • Experience providing support for scientific software including enterprise networks a knowledge of Waters product, systems and markets preferred. Knowledge of Liquid Chromatography and Mass Spectrometry analytical techniques is 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:

Street: 34 Maple Street

Telecommute: Negotiable - Flexwise