Waters Field Service Team Leader in Oslo, Norway

For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 5,000 employees and is represented in 85 countries around the world.

Customer success is our mission.

Waters innovations enable significant advancements in areas like healthcare, the environment, food safety and water quality. We help customers make profound discoveries, optimize lab operations, deliver product performance and ensure regulatory compliance.

We are committed to achieve these goals through providing a challenging and team oriented work environment with great opportunities for professional and personal development.

We are now seeking to fill the position for a

Field Service Team Leader

The field service team leader role has two scopes. The first is the same as for a field service engineer, providing the best customer experience during installation, performance maintenance, corrective repair and qualification of our portfolio of LC, MS and Data products. The second is a managerial scope to lead and motivate a field based team of engineers. The split between the scopes is 70/30.

This is a chance for an experienced engineer to take the next development step by assuming leadership responsibility for a team of 4 engineers delivering service to customers around Norway, and occasionally also in Sweden and the rest of the Nordics.

The Norwegian team has grown over the last couple of years, and the team leader therefore has a great opportunity to shape and optimise the teams performance, and will have a key role in supporting the development of the individual engineers in the team.

To be successful in the role, we believe the pro-active leadership and the ability to drive the teams development to maximise engagement, efficiency and productivity are key elements. We strongly believe that it is through an engaged team we best serve our customers and we always strive to ensure a great experience in every customer interaction. We therefore see the team leader role as a key position for the business in Norway.

Being field based you will get to interact with new customers on an almost daily basis, and have a very varied working environment. You will be given a lot of independence and be expected to manage your daily activities and priorities with little supervision as you get up to speed.

Initial focus will be to get fully trained and exposed in the field to our product portfolio. Once this is acheived focus will move over to take on the team leadership fully, in close collaboration the Area Service Manager and the local team.

The position is based in Oslo.

Field Service Delivery

  • Carry out routine maintenance, emergency repairs, installations and general technical support for users of Waters LC/MS Systems.

  • Deliver high quality service and support to customers.

  • Effective fault finding in areas of chemistry, mechanical and electronics.

  • Effectively manage own calls, administration and inventory.

  • Follow Waters routines with an emphasis on quality.

  • Act in a pro-active manner to assist Sales and Product Managers to identify and develop business potential for LC/MS.

Direct Line Management

  • Facilitate the success of the Norwegain team, by supporting the development of the individual team members and coaching them to reach objective targets.

  • Provide guidance to individual team members, including but not limited to accessing internal resources to assist in complex applications and technical issues for customers.

  • Actively follow up on customer feed back.

  • Assist in identifying key focus areas for continuous improvement of the Norwegian team.

  • Facilitate a culture of collaboration between the service team and other functions, to maximise efficiency in the account management process.

  • Develop and maintain strong customer relationships; We strive to deliver a great customer experience in every interation.

  • Qualified to degree level in an engineering discipline or equivalent.

  • Chemical and/or life-science experience is considered an advantage.

  • At least three years relevant practical experience in field service related or other technically related area.

  • Ability and will to lead, motivate and improve performance of subordinates.

  • Previous leadership experience is considered an advantage.

  • A good communicator with a high level of customer focus.

  • Strong influencing skills, being a role model for the members of the team.

  • Calm under pressure, ability to prioritise tasks, delegate and manage time.

  • A methodical approach to problem solving.

Travel:

  • The role requires travel nation-wide, and occationally to the rest of the Nordics.

  • You must hold a current passport and be prepared to travel abroad not only during working hours but also occasionally at weekends.

  • You must hold a valid drivers license.

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Company Name: Waters Division

External Company URL: www.waters.com