Director, Global Applications & Support

Overview

Waters is a leader in life sciences tools, starting with liquid chromatography technologies in the 1960s. Since then, Waters has pioneered analytical techniques across markets including Clinical Diagnostics, Food & Environmental, Pharmaceuticals, and Materials. In Clinical Diagnostics, Waters has leading LC-MS technologies, which are already used for many applications including therapeutic drug monitoring, newborn screening, and endocrinology.

 

With the growth in precision medicine, it is an exciting time for LC-MS in clinical diagnostics. For 10+ years, PCR-NGS techniques have been widely used for clinical diagnostics. Clinicians now want a real-time understanding of disease states, requiring a more complete picture of proteins, lipids, and steroids. LC-MS based assays are critical to provide this level of insight with their analytical specificity, sensitivity, and capacity to analyze simultaneously multiple analytes.

 

Our vision is for Waters to lead the continued broad-based adoption of LC-MS. This will be accelerated by continued innovation including new ionization methods, improved ease of use, as well as novel applications in ‘omics’ research and anatomical pathology.

 

Reporting to the VP of Commercial, Clinical Business Unit, this position will join a passionate, agile team to develop innovative solutions to address high unmet needs and establish Waters as the leader in clinical LC-MS diagnostics markets. This position can be located from any Waters office across the world.

Responsibilities

The leader is responsible for enabling the entire global applications and support team of Waters Clinical Business Unit across the world by enhancing their clinical market knowledge, technical expertise as well as specific clinical and forensic applications support skills. This role will oversee field applications and support (pre/post-sales), global escalations, IVD kit support, consumables sales support, method transfers, and the application notes pipeline in collaboration with R&D.

 

Strategic Leadership & Team Management

• Lead and develop a global team of field application specialists and technical support professionals.
• Establish best practices for technical support, application troubleshooting, and customer training.
• Drive a culture of continuous improvement, collaboration, and innovation.
• Design, develop and execute a comprehensive, timely and effective applications and support process

 

Customer & Field Support

• Sample analysis and customers demos
• Pre/post sales visits along with the commercial team to address customer needs
• Provide technical assistance of tender support
• Deliver customer-facing webinars, present Waters solutions at user meetings, conferences and tradeshows
• Provide customer training in Waters applications and reagent kits
• Setting up Waters kits solution at the customer sites along with service and support team to enable
• customer test of record and provide on-going customer support for Waters applications.
• Provide support in customer escalation, CAPA, and resolution of regulatory reporting events.

 

Collaboration & Cross-Functional Support

• Work closely with Sales, Marketing, and Service and Support teams to align application support strategies with business objectives.
• Partner with R&D to provide customer feedback for product development and improvements. Develop application notes along with R&D, update internal knowledge base and provide expert center support
• Support product launches with application expertise, training, and technical content, enabling NPI of IVD kits and increasing adoption of Waters chemistry products.

 

Operational Excellence & Process Optimization

• Develop and implement standardized workflows and application support processes globally.
• Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
• Drive digital transformation initiatives, such as Waters Academy for Clinical.

 

Training & Knowledge Sharing

• Oversee internal and external training programs to ensure team expertise and customer education.
• Develop technical content, including application notes, white papers, and best practices.
• Deliver sales training to educate the sales teams on clinical/forensic customers’ workflow, needs, challenges as well as unique benefits and features of Waters solutions.
• Foster knowledge-sharing across global teams to standardize support approaches.

Qualifications

This position requires deep understanding of clinical diagnostic a