Field Service Manager - job 1 of 2

As a Field Service Manager at Waters Corporation, you will be responsible for leading and motivating a team of field service engineers, ensuring they provide exceptional service to customers. This includes recruiting and training staff, meeting with clients to review service metrics, and collaborating with various internal departments to ensure customer success. You'll also focus on maintaining compliance with service operations and driving revenue growth through outstanding service.

A BS/BA in Chemistry, Biology, or a related field is preferred for the Field Service Manager position at Waters Corporation. Candidates with equivalent experience are also considered. Additionally, management experience in the scientific or analytical market is highly desirable, and familiarity with sales can give you an edge in the role. Strong communication and interpersonal skills are vital for successful interaction with team members and customers.

A Field Service Manager at Waters Corporation ensures team success by actively recruiting, training, and mentoring members of the field service team. By fostering an environment that prioritizes accountability and motivation, you can drive your team to exceed customer satisfaction goals. Regular interactions with customers and constant support from internal teams are essential to this approach, ensuring the team members have the resources they need to succeed.

Yes, the Field Service Manager at Waters Corporation will need to be prepared for overnight travel, which may include some international travel for training and team collaboration. This travel is important for maintaining strong connections with customers and ensuring that the field service team remains up to date with Waters' latest products and technologies.

At Waters Corporation, the work culture is driven by purpose, diversity, and inclusion. As a Field Service Manager, you will collaborate with a global team that is dedicated to making significant strides in healthcare, environmental management, and other sectors. The company prioritizes employee growth and fosters an atmosphere where taking risks is supported to solve tomorrow's challenges. You'll be part of a friendly, inclusive environment that values every member of the team.

Motivating a team as a Field Service Manager involves understanding each member's strengths and challenges. By setting clear expectations, recognizing accomplishments, providing professional development opportunities, and fostering open communication, I aim to create a driven and enthusiastic team that is committed to customer satisfaction.

In situations with difficult customers, I prioritize listening to their concerns to fully understand the issue. For example, I once had a customer who was dissatisfied with service response times. I took the time to meet with them, discussed their needs, and adjusted our service delivery models accordingly. This not only resolved the issue but also strengthened our relationship with them.

To ensure compliance in service operations, it's crucial to stay updated with company policies and industry regulations. I implement regular training sessions, conduct audits, and encourage open discussions about compliance best practices among the team, emphasizing its importance to our service quality and customer trust.

Handling conflicts requires a proactive approach. I encourage team members to voice their concerns openly and aim to mediate discussions between conflicting parties. By fostering a culture of respect and collaboration, I help the team find common ground, ensuring that conflicts are resolved swiftly and do not hamper productivity.

My strategies for team development include setting individual objectives aligned with team goals, providing training opportunities, and encouraging mentorship among team members. Regular feedback sessions help reinforce growth areas, allowing each member to enhance their skills while contributing to our team's overall success.

Prioritizing tasks starts with assessing the urgency and impact on customer satisfaction. I utilize a triage system, where critical customer requests are addressed first, followed by ongoing projects and daily administrative tasks. This ensures we're meeting customer needs promptly while maintaining operational efficiency.

Selling Waters' solutions involves understanding the client's specific needs and demonstrating how our products can add value. I would prepare by researching their industry challenges and tailor my presentation to highlight how Waters' innovative technologies can help address their issues, backed by strong case studies and testimonials.

Creating a culture of accountability hinges on clear expectations and open communication. I ensure that each team member understands their responsibilities and how their contributions affect our overall goals. Recognizing achievements and addressing shortcomings quickly fosters an environment where accountability is the norm.

For effective communication in a dispersed team, I implement regular check-ins via video conferencing and collaborative tools. Establishing clear channels for reporting and updates allows team members to stay connected and informed, ensuring we maintain alignment, regardless of our physical locations.

Analyzing service metrics involves leveraging data visualization tools to track and interpret key performance indicators. I focus on identifying patterns and trends in customer feedback and service delivery times. This analysis helps in making informed decisions to improve service quality and client satisfaction.