Bilingual Senior Service Operations Process Specialist

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters' innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics.

Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters' passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

The Bilingual Senior Service Operations Process Specialist is responsible for driving the coordination, standardization, and continuous improvement of Service Operations processes supporting the Advanced Diagnostics & Biosciences business across Canada. This role serves as a key operational leader and subject matter expert, partnering closely with Service Operations, Commercial teams, and global stakeholders to optimize service delivery, enhance process governance, and ensure operational excellence.

The incumbent plays a critical role in aligning regional and global initiatives, improving business performance through process optimization, and delivering a seamless, high-quality customer experience.

• Serve as the primary point of contact and subject matter expert for service operations processes.
• Coordinate and support Service Operations activities to ensure alignment with business priorities, service level expectations, and operational standards.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and commercial effectiveness.
• Develop, implement, and maintain standardized service processes and SOPs to support consistency, onboarding, and scalability.
• Manage the release, enhancement, and ongoing optimization of Service Max, SAP, and CRM systems, including user acceptance testing (UAT), documentation, and end-user communication.
• Ensure timely and accurate execution of revenue-related activities, including billing, inventory counts, and installation revenue recognition.
• Ensure data integrity and alignment of service agreement data between SAP and Service Max.
• Serve as the Canadian lead for Service Plan Attach Metrics by monitoring performance, identifying improvement opportunities, and providing monthly reporting to the Canadian leadership team.
• Manage service pricing for labour, travel, and spare parts.
• Develop and maintain training materials; support onboarding and cross-training of Service Operations associates.
• Support field service auditing processes to ensure compliance and accuracy.

• University Degree or College Diploma.
• 5+ years of experience in instrument inventory management and tracking, ensuring accurate visibility and availability of assets to support Field Service, Sales and Marketing teams in the successful and seamless execution of commercial opportunities.
• Demonstrated experience managing and optimizing service pricing strategies for labour, travel, spare parts, and service-related offerings, including price analysis, maintenance, and implementation to support profitability and business objectives.
• Proven ability to maintain data integrity, optimize inventory processes, and coordinate cross-functionally to drive operational efficiency and enhance customer responsiveness.

• Bilingual fluency in English and French (read, speak, write) required to communicate with colleagues and customers.
• Strong proficiency and knowledge of…