Overview:
This is a Service Head role that will be responsible for achieving high level of customer satisfaction primarily in the field of Waters solutions. This role will cover field service team, implementation team, Tech Expert team, service operation team and service sales team
Responsibilities:
Strategic :
* To manage and develop the country support service organization and to ensure that individual, team, business unit and entire business performance measurement objectives are met.
* Plan the future needs for the support service organization, aligning the needs and requirements for support service with the corporate direction
* Responsible for communicating the Waters's philosophy and vision to employees
* To support the growth of the business through the recruitment of new team members and development of regional leadership and supervisors.
* Plan training requirements to support future product development and staff development.
* Advise and support the regional support services operation
People Management:
* In accordance with Waters performance management system provide performance management, setting goals and development review for direct reports.
* Facilitate succession planning for promising service engineers and supervisors.
* Performs quarterly reviews with each employee providing feedback, discussing performance, expectations, areas of improvement and other relevant items
* Develop and drive training plans for employees to assist in career path development
Operational:
* Enhance customer satisfaction level with Waters provided products and services through exceeding customer expectations, follow-up, and positive problem resolutions for critical account escalations
* Provide management reports and communicate updates on case status within local environment and to worldwide internal audience as required
* To effectively manage and schedule resources to provide optimum support for customers at all times and to ensure that Service Level Agreements are met.
* Manages the escalation process including calling customers promptly on all Management Escalated cases
* Review customer satisfaction surveys and provide follow-up as needed with customers and support engineers
* Develop, implement and maintain appropriate policies and procedures for warranty, billings and service contracts
* Liaise with logistic department to ensure spare parts inventory is at appropriate levels to meet customer needs, while overall levels comply with budgeted targets
Finance:
* Establish and achieve an annual service revenue plan in agreement with the management.
* Develop, implement and monitor of the service revenue plan to meet agreed service revenue target and budget within the designated territories.
* Responsible for coordinating the service support goals amongst the teams. Plan and assign sales territories and balance the requirements of regional Service Managers
* Coordinate with their counterpart(s) in the sales organization to ensure thorough communication and maximize all revenue opportunities
* Analyze and report on service support trends, identify issues, and coordinate resources - up to an including senior management as necessary - to solve those issues.
* To ensure a high level of liaison with other departments ensure co-ordination of activities and understanding of common goals
* Responsible for ensuring that the commitment to customer satisfaction is performed and constantly improved.
Qualifications:
* Bachelor's degree required - Engineer or comparable is desired;
* MA/MS/MBA or other advanced degree preferred
* At least 10 years' experience in a similar after sales service maintenance support environment within a life sciences company operations with in-depth understanding of various related products and services
* Strong cross-functional experience across multiple business units and/or industries
* Excellent communication skills especially with C-level, Head of Divisions and line managers
* Ability to drive execution and operational excellence in larger programs
* Excellent analytical and conceptual thinking skills in a large, high-paced transformation environment
* Excellent observation, negotiation and decision-making skills
* Excellent conceptual thinking and strategic planning skills
* Excellent leadership skills in building, developing and managing a strong transformation office
* Global management experience preferred
* Strategic mindset with strong execution focus
* Change management advocate
* Clear communicator
* Strong interpersonal skills
* Effective collaboration & networking skills
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