Apac Service and Support Manager

2 weeks ago

Singapore Waters Corporation Full time

Overview:
With the growth in precision medicine, it is an exciting time for LC-MS in clinical diagnostics. For 10+ years, PCR-NGS techniques have been widely used for clinical diagnostics. Clinicians now want a real-time understanding of disease states, requiring a more complete picture of proteins, lipids, and steroids. LC-MS based assays are critical to provide this level of insight with their analytical specificity, sensitivity, and capacity to analyze simultaneously multiple analytes.

Reporting to the Director of Global Service and Support, Clinical Business Unit, this position will join a passionate, agile team to develop innovative solutions to address high unmet needs and establish Waters as the leader in clinical LC-MS diagnostics markets. This position will be home-based and located in Singapore or in Asia Pacific Area near an international airport.

**Responsibilities**:

- The leader is responsible for enabling the service and support team of Waters Clinical Business Unit across APAC by enhancing their clinical market knowledge, technical expertise as well as specific clinical and forensic service & support skills. This role will oversee APAC Field Service and Support, regional escalations, LC-MS systems value-added support, and Service Sales support.

**Strategic Leadership & Team Management**
- Lead and develop an APAC team of Field Service & Support specialists and technical support professionals.
- Establish best practices for technical support, hardware maintenance, corrective and relocation, software (LIMS, MassLynx, Empower, waters_connect) troubleshooting, and installation familiarization training.
- Drive a culture of continuous improvement, collaboration, and innovation.
- Design, develop and execute comprehensive, timely and effective **implementations**,**response** and repair times** to meet targets

**Customer & Field Support**
- Pre/post sales visits along with the commercial team to address customer needs
- Provide technical assistance of tender support
- Provide service and support at the customer sites to enable customer test of record and provide on-going customer support for Waters Systems.
- Provide support in customer escalation, CAPA, and resolution of regulatory reporting events

**C**ollaboration & Cross-Functional Support**
- Work closely with Waters Division Service Teams, Sales, Marketing, Franchisee Engineers, and Application and Support teams to align service & support strategies with business objectives.
- Partner with R&D and Quality to provide customer feedback for product development and improvements.
- Develop and update internal knowledge base and provide expert center support
- Support product launches with implementation, customer familiarization training, relocations, routine maintenance, remote, on-site repair, support and troubleshooting.

**Operational Excellence & Process Optimization**
- Ensure compliance and data accuracy with Compass (SalesForce) and Expense reporting
- Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
- Drive digital transformation initiatives, such as Waters Academy for Clinical.

**Training & Knowledge Sharing**
- Oversee internal and external training programs to ensure team expertise and customer education.
- Develop technical content, including knowledge content and best practices.
- Deliver service training to educate the field service teams on hardware and software systems as well as unique benefits and features of Waters Systems Solutions.
- Deliver service training for distributor partners supporting clinical customers
- Foster knowledge-sharing across global teams to standardize support approaches.

Qualifications:
This position requires a deep understanding of clinical diagnostic and forensic market space and related regulations, strong experience of MS-based solutions with track record, and excellent communication and management capabilities.

**Qualifications**:

- Bachelor’s or Master’s degree in Life Sciences, Engineering, Chemistry, or a related field.
- Proven experience leading field teams and driving strategic initiatives.
- Strong problem-solving skills and the ability to manage complex technical challenges.
- Excellent communication, leadership, and customer relationship management skills.
- Ability to work cross-functionally with Sales, Marketing, R&D, and WD Service teams.
- Willingness to travel Regionally (up to 40-60%) as required.

**Preferred Skills**:

- Experience in LC-MS, IVD, or related analytical technologies.
- Familiarity with digital tools for remote support and virtual training.

Company Description:
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 over 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, wit

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