Expert Centre and Operational Excellence Manager

Waters Corporation's Field Services Organization is comprised of highly skilled, motivated and customer focused professional that are technical experts on Waters’ product suite. As Expert Centre and Operational Excellence Manager you are responsible for expanding remote support capabilities and drive operational excellence of Field Service Organization in India.

• Lead and inspire a team of Expert Professionals, fostering their growth through motivation, recruitment, training, and ongoing development, to deliver unparalleled remote support to our valued customers.
• Spearhead initiatives to drive increased utilization of remote support services among our customer base, effectively adapting to changing needs and maximizing customer satisfaction.
• Collaborate closely with Regional Leaders to ensure operational excellence in Field Service across India, implementing strategic measures to enhance service quality and efficiency.
• Proactively manage escalations to swiftly address customer concerns, ensuring prompt resolution and maintaining high levels of satisfaction.
• Oversee inventory optimization efforts across all India plants, streamlining processes to minimize costs and improve resource allocation.
• Champion the CSAT-NPS process, leveraging customer feedback to drive continuous improvement and elevate our service standards.
• Collaborate with Regional Leaders to set and achieve operational KPIs, driving performance excellence and fostering a culture of continuous improvement throughout the organization

Qualifications

• Bachelor’s degree in engineering, Chemistry, or a related field in science.
• Proven track record of successful management in the Scientific/Analytical Market, with direct leadership of teams.
• Demonstrated experience in cultivating and sustaining high levels of customer satisfaction.
• Proficient in the LC/Informatics/MS market landscape and well-acquainted with the products within these categories.
• Comprehensive understanding of scientific application workflows, coupled with expertise in scientific software systems such as CDS (Chromatography Data Systems) and SDMS (Scientific Data Management Systems).

Competencies:  

• Demonstrated ability and passion for motivating and nurturing direct reports and team members to achieve their full potential.
• Exceptional interpersonal skills, adept at balancing customer requirements with sound business judgment.
• Cultivate a culture of accountability within the team while empowering individuals to take ownership of their responsibilities.
• Exemplify personal integrity and foster a culture of trust within the team.
• Proficient in identifying, prioritizing, and adeptly managing critical issues to prevent escalations or conflicts from arising later on.
• Strong proficiency in time management, ensuring efficient allocation of resources and timely resolution of tasks.
• Skilled in translating complex data into actionable insights to drive informed decision-making.
• Possess strong negotiation skills, capable of securing favorable outcomes for both the organization and its stakeholders.
• Excellent verbal and written communication abilities, enabling clear and effective communication across all levels of the organization.

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 8,000 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.