Overview:
As National Customer Service Manager, you will strive to uphold the Waters brand and reputation by delivering superior customer services. You and your team are ambassadors of Waters and will be responsible for achieving high levels of customer satisfaction. You will be expected to interface with customers at senior level to proactively share the value we bring and to personally capture the voice of the customer to ensure that we continue to drive the Waters service business from strength to strength.
The role is based in Sydney and travel throughout Australia and New Zealand will be required.
Responsibilities:
Strategic Leadership & Team Management
* Lead and develop a team of Field Service & Support specialists and technical support professionals.
* Drive a culture of continuous improvement, collaboration, and innovation.
* Design, develop and execute comprehensive, timely and effective implementations, response and repair times to meet targets
Customer & Field Support
* Pre/post sales visits along with the commercial team to address customer needs
* Provide service and support at the customer sites to enable customer test of record and provide on-going customer support for Waters Systems.
* Provide support in customer escalation, CAPA, and resolution of regulatory reporting events
Collaboration & Cross-Functional Support
* Work closely with Sales, Marketing, Distributor Engineers, and Application and Support teams to align service & support strategies with business objectives.
* Partner with R&D and Quality to provide customer feedback for product development and improvements.
* Develop and update internal knowledge base and provide expert center support
* Support product launches with implementation, customer familiarization training, relocations, routine maintenance, remote, on-site repair, support and troubleshooting.
Operational Excellence & Process Optimization
* Ensure compliance and data accuracy with Compass (SalesForce) and Expense reporting
* Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
* Drive digital transformation initiatives, such as Waters Academy for Clinical.
Training & Knowledge Sharing
* Oversee internal and external training programs to ensure team expertise and customer education.
* Develop technical content, including knowledge content and best practices.
* Deliver service training to educate the field service teams on hardware and software systems as well as unique benefits and features of Waters Systems Solutions.
* Deliver service training for distributor partners supporting clinical customers
* Foster knowledge-sharing across global teams to standardize support approaches.
Qualifications:
KEY REQUIREMENTS:
* Bachelor's degree in science or engineering discipline.
* Demonstrated experience as a field service engineer in the past as well as management experience in the Scientific/Analytical Market, with preference for expertise in HPLC and LC/MS.
* Strong leadership and team management capabilities.
* Exceptional communication and interpersonal skills.
* Strategic thinking abilities.
* Proficiency in forecast and target setting management skills.
* Experience in sales and customer relationship management is advantageous.
* Willingness to travel within ANZ
COMPETENCIES:
* Strong customer focus
* Action oriented & can make timely decisions
* Pushes self and others for results
* Builds effective & motivated teams
* Excellent planning & organisational skills
* Strong problem-solving capabilities
* Strong interpersonal skills & a clear communicator
* Has great composure & can quickly zero in on priorities
* Comfortable directing others & not afraid to take action when required
* Proven capability to manage resources effectively
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