Overview:
The Director of Service is responsible for leading the regional service delivery organization across Asia-Pacific (APAC) supporting lab automation, microbiology, molecular diagnostics, liquid chromatography & mass spectrometry solutions for the Waters Advanced Diagnostics Division to increase service attachment, optimize service efficiency, and deliver exceptional clinical customer experience. This role will report directly to the Vice President of Global Service and indirectly to the Vice President of APAC Commercial.
Responsibilities:
Commercial Execution
* Implement initiatives to significantly increase service revenue through volume and price across the region.
* Partner with regional sales channels to maximize service attachment at point-of-sale and post-warranty for expanding instrument install base.
* Deploy value-added services, including proactive maintenance, remote diagnostics, and informatics solutions.
Operational Excellence
* Monitor key performance indicators for service delivery to maximize system uptime and utilization.
* Optimize service workflows for hardware installation, performance maintenance, repair, software implementation and leverage digital tools to improve efficiency.
* Ensure compliance with regulatory requirements and quality policies.
Customer Experience
* Align regional service capabilities with the needs of the clinical customers.
* Ensure timeline resolution of regional escalations and customer complaints.
* Proactively monitor customer feedback to implement improvements.
Colleague Engagement
* Establish recurring and relevant communications across the organization.
* Build high performing teams with a focus on talent and leadership development.
* Foster a culture of accountability, continuous improvement, innovation, and cross-functional collaboration with regional and global teams.
Qualifications:
* Bachelor's degree in biology, chemistry, engineering, or a related field.
* 10+ years of experience in the medical device, diagnostics, or analytical instrument industry.
* 5+ years of experience in a leadership capacity, managing remote teams.
* Proven experience in growing service contract revenue or managing service P&L.
* Strong understanding of regulated, high-volume testing environments.
* Experience operating in a highly matrixed environment.
* Effective communication skills and fluent in English.
* Ability to travel frequently across the APAC region and other regions as needed.
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