Senior Director, Global Service (Material Sciences) US Remote

Job description

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. Responsibilities Global Service Strategy and Leadership 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. Service Operations Excellence 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 busines…