Sr Implementation Project Manager

About the Role

Key Responsibilities

• Full ownership of the implementation process as per Waters SOP's, ensuring systems are deployed effectively, efficiently, in a timely manner with a high-degree of customer satisfaction.
• Assist sales colleagues in pre-sales activities to help set customer expectations and ease concerns for potential new orders.
• Carry out a technical review of all system sales orders within a defined territory to ensure all items are ordered to ensure a successful and seamless implementation.
• Visit, liaise and build partnerships with customers to ensure their sites are fully prepared for system installations.
• Coordinate internally with service managers to ensure resources are planned to complete implementations successfully and efficiently.
• Work with order processing and logistics teams to coordinate deliveries from distribution centers to ensure all order components arrive safely and on time.
• Build effective external partnerships with logistic providers, 3rd party suppliers, and other building services companies, acting as the conduit to customers.
• Ensure full compliance to all steps of the defined Implementation Process end-to-end, with proper documentation and reporting.
• Engage with customers onsite to understand their challenges, provide solutions, and identify potential business opportunities.
• Review customer feedback surveys to evaluate completed projects, close the loop with customers, and drive future improvements.
• Act as a role model for compliance, ensuring all personnel and resources update systems of records.
• Ensure quality issues are logged correctly and collaborate with Waters Quality departments to report matters promptly.
• Participate in internal escalation meetings regarding implementation issues.
• Plan and manage returns and reverse logistics related to implementation projects.
• Comply with Waters and customer Environmental, Health & Safety policies, ensuring visiting staff do so as well.
• Maintain a solid technical understanding of Chromatography, Mass Spectrometry, and regulatory requirements for pharmaceutical and clinical environments.

Requirements

• Forward thinking with a focus on continuous improvement.
• Ability to drive collaboration across Waters' functions to facilitate mutual success.
• Embrace and drive change in line with corporate direction and external environment.
• Help drive service operations to meet/exceed global and local performance metrics.
• A Science-based or Project Management degree in a relevant subject matter.
• Successful experience in LC or MS.
• Desired Project Management experience or demonstrated ability.
• Understanding of GMP/GLP requirements.
• Demonstrates a 'can do' attitude and presents professionally as an ambassador of Waters.
• At least three years of relevant practical experience in field service or related technical areas.
• Strong customer service and relationship-building skills.
• Ability to work across a matrix organization with multiple stakeholders.
• Knowledge of legislation relevant to the customer environment.
• Calm under pressure and highly organized.
• Excellent time management skills and ability to balance multiple projects.
• Strong influencing skills and good business acumen.
• Fluent in local language and English (written and spoken).
• A clean driving license and a valid passport.
• Willingness to travel within the territory and occasionally internationally.
• Disclosure of criminal convictions may be required.

Nice to Have

• Experience with project management methodologies.
• Experience working in pharmaceutical or clinical environments.
• Knowledge of regulatory requirements for pharmaceutical and clinical settings.

Qualifications

• Science-based or Project Management degree in a relevant subject.

Benefits & Perks

• Opportunities to work in a global leader in specialty measurement.
• Hybrid work environment (home and field).
• Travel opportunities within the territory and internationally.
• Being part of a company committed to diversity and inclusion.
• Working for a company with a focus on innovation and customer success.