European Service Center Site Director - Training, Repair, Recycling & Metrology

Overview

Join Us as Site Director - Dachstein European Training & Support Center (ETSC)

Are you a visionary leader with a passion for operational excellence, strategic development, and customer satisfaction? We're seeking a Site Director to lead our multifaceted service center in Dachstein, which integrates repair, recycling, metrology, and training operations. This is a pivotal role where you'll shape the future of our service delivery, drive innovation, and inspire high-performing teams.

About the Site

The Dachstein European Training & Support Center (ETSC) is a strategic hub for Waters' service operations in Europe. The site hosts 37 employees, including three direct-report managers overseeing operations, logistics, and training. It delivers high-impact services across multiple domains Repairs, Recycling, Calibration and Training, in turn delivering over

$6M of productivity (hard and soft savings) for the EMEA Service Organization per year.

• Strategic Leadership: Define and drive the long-term strategy for the site, with a focus on expanding refurbishing and repair capabilities. Identify new opportunities and lead their successful implementation. This includes analyzing current trends, collaborating with field & with global stakeholders, and translating strategic goals into actionable site-level initiatives. Examples of strategic initiatives include:
  • Expanding recycling capabilities to support Waters' sustainability goals and circular economy strategy.
  • Launch activities that will decrease the field labor on site
  • Implementing new tools to improve repair turnaround time and accuracy.
• Operational Excellence: Oversee daily operations across repair, recycling, metrology, and training functions. Ensure efficiency, service quality, and alignment with strategic goals. Deliver on key metrics including: number of recycled items produced, number of system repaired annually, number of measurement tools calibrated, number of trainings delivered; as well as productivity and savings:

• 500 LC & MS module repairs annually
• 4,700 recycled items produced
• 2,100 measurement tools calibrated
• 260 FSEs trained
• 31,500 hours reported with 93% productivity
• $6M productivity pers year including $3.5M of savings

• Team Leadership & Development: Lead, mentor, and empower a team of 37 employees, including three direct-report managers overseeing operations, logistics, and training. Foster a collaborative and accountable work environment, ensuring alignment across cross-functional teams including repair technicians, recycling specialists, metrology experts, and administrative staff. Conduct regular team reviews, support career development, and promote a culture of ownership and continuous learning.
• Performance Management: Monitor KPIs and implement data-driven initiatives to enhance productivity, service quality, and customer satisfaction. This includes reviewing daily and weekly performance dashboards, leading root cause analysis for underperformance, and driving corrective actions.
• Customer Engagement: Build and maintain strong internal & external customer relationships, ensuring contractual commitments are met and exceeded. Act as the primary point of contact for escalations, lead customer review meetings, and collaborate with sales and service teams to align site capabilities with customer expectations.
• Financial Oversight: Manage site budgets, control costs, and contribute to financial planning and forecasting. Track monthly spend, identify cost-saving opportunities, and ensure alignment with corporate financial targets.
• Compliance & Quality Leadership: Ensure full compliance with health, safety, environmental, and regulatory standards. Serve as the Quality Leader for both sites in France (ETSC and French organization), championing ISO 9001 standards. Lead internal audits, oversee corrective actions, and ensure documentation and processes meet regulatory requirements.
• Continuous Improvement: Embed a culture of continuous improvement. Lead initiatives that enhance processes, reduce waste, and elevate service delivery. Facilitate Kaizen events, implement Lean methodologies, and encourage employee-driven innovation. Examples include:
  • Streamlining repair workflows to reduce turnaround time and improve technician efficiency.
  • Implementing 5S methodology across workstations to enhance organization and safety.
  • Improve traceability and reduce manual errors.
  • Launching cross-functional improvement teams to address recurring service challenges.
• Innovation & Development: Promote forward-thinking approaches and support the development of new services, technologies, and training programs. Partner with R&D and training teams to pilot new offerings, integrate digital tools, and expand the site's capabilities.

• A degree in business, engineering, operations management, or a related field.
• 5+ years of experience in managing complex service or industrial operations.
• Proven success in strategic planning, team leadership, and operational execution.
• Strong interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
• Proficiency in ERP, CRM, and performance reporting tools.
• Experience in ISO-certified environments and navigating regulatory frameworks.

• Strategic Visionary - You see the big picture and know how to translate vision into actionable plans.
• Empowering Leader - You build trust, inspire teams, and foster a sense of ownership and pride.
• Change Agent - You embrace change and lead transformation with confidence and clarity.
• Customer Champion - You put customer satisfaction at the heart of every decision.
• Continuous Improver - You challenge norms, seek better ways, and drive excellence every day.
• Resilient & Adaptable - You thrive in dynamic environments and remain composed under pressure.
• Decisive & Analytical - You make informed decisions backed by data and sound judgment.