Director, Global Service Operations – Flow Cytometry - Hybrid California

Waters Corporation•Milpitas, CA

1d•Hybrid

About The Position

Waters Biosciences is seeking a Global Director, Service Operations Excellence to lead critical operational capabilities across our global service organization, with a strong focus on Flow Cytometry platforms and designing serviceability into current and next generation products. This role is central to driving service value capture, operational excellence, and service quality as Waters continues the integration of the Biosciences and Diagnostics portfolios. The successful candidate will serve as a key bridge between Service, Engineering, R&D, and Quality, ensuring our Flow Cytometry solutions are scalable, serviceable, and deliver exceptional customer outcomes throughout the product lifecycle. This position requires being onsite at the Milpitas California location. Hybrid 4 days per week, remote Friday. Relocation assistance may be considered.

Requirements

10+ years of progressive leadership experience in global service operations, technical services, or service engineering, preferably within flow cytometry, life sciences, diagnostics, or other regulated industries
Strong Flow Cytometry domain experience, including familiarity with instrument complexity, service models, and customer use cases
Demonstrated success in influencing product design through a serviceability lens, particularly during NPI and lifecycle management
Proven ability to drive operational rigor, standardization, and value capture at global scale
Experience leading global engineering, escalation, or advanced support organizations
Data‑driven mindset with hands‑on experience in service analytics, KPIs, and performance dashboards
Strong executive presence with the ability to influence senior stakeholders across functions and regions
BS or BA in Engineering, Life Sciences or similar discipline, MS preferred.
Ability to work onsite in Milpitas CA location, secondary location San Diego CA. ( Milpitas preferred )

Responsibilities

Driving service value capture initiatives across cost productivity, and install‑base optimization.
Establishing and advancing standardized global operating mechanisms for Biosciences service operations to promote consistency, scalability, and adherence to regulatory requirements as well as company quality policies and procedures.
Defining and owning the global service strategy to consistently deliver exceptional and measurable service performance at all Biosciences service touchpoints. This also involves collecting best practices from various regions and applying them on broader scale while considering local differences.
Leads the charge in transforming service data into valuable business insights by developing of global reporting, analytics, and dashboards, facilitating performance management, informed decision‑making, and proactive issue resolution.
Leading the Global Service Engineering organization, including ownership of: Global escalations for complex technical issues, Supportability of Flow Cytometry platforms in the field, Close collaboration with R&D on new product introductions (NPI).
Embedding Design for Serviceability (DfS) principles into product development by partnering with R&D and Engineering to: Improve uptime, reliability, and service efficiency, Influence architecture, diagnostics, modularity, and accessibility, Reduce total cost of ownership for customers.
Partnering cross‑functionally with Commercial, R&D, Quality, and Operations teams to ensure business continuity, successful integration, and customer‑centric execution.