OverviewThe Regional Service Director is a senior business and people leader responsible for leading Waters' Service organization across the Northeast U.S. This role oversees a team of approximately 100 Field Service professionals through multiple levels of leadership and is accountable for delivering profitable growth, operational excellence, customer satisfaction, and workforce effectiveness.
Reporting to the Regional Commercial General Manager, the Regional Service Director partners closely with regional, Americas, and global leadership to execute service strategy, strengthen customer relationships, and drive consistent business performance.
ResponsibilitiesBusiness Leadership- Own regional service business performance, including revenue growth, profitability, productivity, forecasting, and achievement of strategic objectives.
- Develop and execute regional service plans aligned with commercial priorities and global service strategy.
- Drive sustainable growth while balancing customer, employee, and business outcomes.
Customer & Commercial Leadership- Foster a customer-centric culture focused on responsiveness, technical excellence, and continuous improvement.
- Build relationships with key customers to strengthen satisfaction, retention, and long-term growth.
- Partner with commercial teams to identify and capture service and business opportunities.
Operational Excellence- Establish a disciplined, data-driven operating model that drives accountability, efficiency, and service quality.
- Lead continuous improvement initiatives that enhance service delivery, productivity, and organizational performance.
- Ensure compliance with quality, regulatory, and company requirements.
Leadership & Talent Development- Lead, coach, and develop District Service Managers and Field Service teams.
- Build a high-performance culture centered on accountability, collaboration, and continuous improvement.
- Drive talent development, succession planning, employee engagement, and organizational capability.
Strategy & Cross-Functional Collaboration- Execute regional and global service initiatives and ensure effective adoption across the organization.
- Collaborate with sales, customer success, technical support, operations, finance, and other business functions to deliver outstanding customer outcomes.
- Partner with peers and global service leaders to share best practices and strengthen organizational performance.
QualificationsRequired- Significant leadership experience in field service, technical service, customer support, or a related service business.
- Demonstrated P&L leadership experience, including responsibility for revenue growth, financial performance, and operational results.
- Proven success leading large, geographically dispersed organizations through multiple levels of management.
- Strong business acumen, customer focus, and ability to translate strategy into execution.
- Experience developing leaders, driving organizational change, and building high-performing teams.
- Excellent communication, influencing, and problem-solving capabilities.
Preferred- Bachelor's degree in a scientific, engineering, business, or related field.
- Experience within scientific instrumentation, life sciences, diagnostics, medical technology, or another technically complex service environment.
- Familiarity with digital, analytics, remote support, and AI-enabled service capabilities.
Leadership ProfileThe successful candidate is a customer-focused business leader who combines strong commercial and operational acumen with a passion for developing people. This leader drives results through accountability, collaboration, and continuous improvement while creating an environment where exceptional customer outcomes and sustainable business growth go hand in hand.
Key WordsChromatography, Management, Field Manager, Service, Mass Spectroscopy, Director, Field Service
