Senior Director, Global Service; Material Sciences) US Remote

Overview

Waters Corporation's Materials Sciences Division is seeking a strategic, customer-focused, and results-oriented leader to serve as Senior Director, Global Service. Reporting directly to the Senior Vice President, Materials Sciences Division, this role leads the worldwide service organization and establishes the strategy, operating model, and capabilities required to deliver an exceptional customer experience, sustainable growth, and operational excellence.

The Senior Director will have leadership accountability for global field service, global technical support and global service growth including service sales. This leader will partner across Sales, Commercial Excellence, Product Management, R&D, Applications, Marketing, Manufacturing, and Operations to strengthen customer loyalty, expand service revenue, improve execution, and support profitable growth across the division.

• Develop and execute a multi-year global service strategy aligned with MSD's business priorities, customer needs, and growth objectives.
• Lead the worldwide service organization across the Americas, EMEA, China, and Asia Pacific, establishing clear priorities, accountability, and consistent operating mechanisms.
• Serve as a member of the MSD Leadership Team and contribute to division strategy, annual planning, investment decisions, organizational development, and business performance reviews.
• Build a customer-centric, inclusive, and high-performance culture grounded in integrity, collaboration, continuous improvement, and disciplined execution.
• Lead organizational transformation and change initiatives that improve scalability, responsiveness, and effectiveness.

• Own global field service delivery and ensure consistent, high-quality execution across regions while allowing appropriate flexibility for local customer and market requirements.
• Establish and manage performance standards for customer response, resolution cycle time, first-time fix, equipment uptime, productivity, capacity, quality, and customer satisfaction.
• Drive standardization and continuous improvement of service processes, tools, workflows, escalation practices, and management systems.
• Lead global workforce and capacity planning to align resources, skills, geographic coverage, and investment with installed-base requirements and business growth.
• Improve predictability through robust forecasting, operating reviews, leading indicators, and corrective action plans.

• Own the global service growth strategy, including service contract attach, renewals, service plan penetration, upgrades, service referrals, and other service-led revenue opportunities.
• Partner with Sales and Commercial Excellence to integrate service into account strategies, instrument sales motions, and key customer engagement plans.
• Advance service pricing, value-selling, portfolio, and go-to-market strategies that strengthen customer value and profitable growth.
• Lead service growth and inside service sales capabilities, including pipeline management, conversion, retention, and execution against commercial targets.
• Use installed-base, customer, and performance data to identify growth opportunities and guide resource allocation.

• Provide executive leadership for global technical support and ensure timely, effective resolution of complex technical issues and critical customer escalations.
• Partner with Product Management, R&D, Applications, Quality, and Operations to improve product reliability, serviceability, launch readiness, and field performance.
• Build scalable technical training, certification, knowledge management, remote support, and competency-development programs.
• Create effective feedback loops that convert field and customer insights into product, process, and service improvements.

• Champion the customer experience and establish a consistent global approach to measuring, reviewing, and improving service outcomes.
• Build executive relationships with key customers and serve as executive sponsor for strategic accounts and critical escalations.
• Ensure customer feedback is translated into clear improvement priorities and closed-loop actions.
• Strengthen MSD's reputation for responsiveness, technical expertise, reliability, and long-term partnership.

• Own global service revenue, expense, productivity, and…