Sr Director, EMEA Service

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Job description

Overview

The Senior Director of Service is responsible for leading the regional service delivery organization across Europe, Middle-East & Africa (EMEA) 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 EMEA Commercial. Location: Remote in either Spain, Switzerland or United KingdomThe Senior Director of Service is responsible for leading the regional service delivery organization across Europe, Middle-East & Africa (EMEA) 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 EMEA Commercial. Location: Remote in either Spain, Switzerland or United KingdomThe Senior Director of Service is responsible for leading the regional service delivery organization across Europe, Middle-East & Africa (EMEA) 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 EMEA Commercial. Location: Remote in either Spain, Switzerland or United Kingdom

Location: Remote in either Spain, Switzerland or United Kingdom

Responsibilities

Commercial ExecutionImplement 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 ExcellenceMonitor 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 ExperienceAlign 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 EngagementEstablish 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.Commercial ExecutionImplement 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 ExcellenceMonitor 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 ExperienceAlign 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 EngagementEstablish 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.Commercial ExecutionImplement 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 ExcellenceMonitor 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 ExperienceAlign 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 EngagementEstablish 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.

Commercial Execution

Commercial ExecutionCommercial Execution

Implement initiatives to significantly increase service revenue through volume and price across the region.

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.

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.

Deploy value-added services, including proactive maintenance, remote diagnostics, and informatics solutions.

Operational Excellence

Operational ExcellenceOperational Excellence

Monitor key performance indicators for service delivery to maximize system uptime and utilization.

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.

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.

Ensure compliance with regulatory requirements and quality policies.

Customer Experience

Customer ExperienceCustomer Experience

Align regional service capabilities with the needs of the clinical customers.

Align regional service capabilities with the needs of the clinical customers.

Ensure timeline resolution of regional escalations and customer complaints.

Ensure timeline resolution of regional escalations and customer complaints.

Proactively monitor customer feedback to implement improvements.

Proactively monitor customer feedback to implement improvements.

Colleague Engagement

Colleague EngagementColleague Engagement

Establish recurring and relevant communications across the organization.

Establish recurring and relevant communications across the organization.

Build high performing teams with a focus on talent and leadership development.

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.

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 EMEA region and other regions as needed.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 EMEA region and other regions as needed.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 EMEA region and other regions as needed.

Bachelor’s degree in biology, chemistry, engineering, or a related field.

Bachelor’s degree in biology, chemistry, engineering, or a related field.

10+ years of experience in the medical device, diagnostics, or analytical instrument industry.

10+ years of experience in the medical device, diagnostics, or analytical instrument industry.

5+ years of experience in a leadership capacity, managing remote teams.

5+ years of experience in a leadership capacity, managing remote teams.

Proven experience in growing service contract revenue or managing service P&L.

Proven experience in growing service contract revenue or managing service P&L.

Strong understanding of regulated, high-volume testing environments.

Strong understanding of regulated, high-volume testing environments.

Experience operating in a highly matrixed environment.

Experience operating in a highly matrixed environment.

Effective communication skills and fluent in English.

Effective communication skills and fluent in English.

Ability to travel frequently across the EMEA region and other regions as needed.

Ability to travel frequently across the EMEA region and other regions as needed.