Director, APAC Service

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.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.