Service Sales Account Manager

About the role

Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for a Service Sales Account Manager to support the very successful growth of our businesses across the region. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. People create the Waters difference. By engaging with our talented and diverse workforce we continuously evolve, develop and enhance our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. Our talented field sales/service and specialist teams have over the years delivered great and sustainable business results. With a constant focus on growth and by developing new markets we are able to increase the business even within very challenging economic circumstances. As Service Sales Account Manager, you are an ambassador of Waters and will bring to the market Waters' products and services. The candidate will demonstrates a clear grasp of understanding the customers' business and its growth plans and is able to take that knowledge and convert that into a solution and offering from Waters, with a primary aim of bringing "customer success". This position brings a great degree of flexibility working in the field.

Responsibilities

• Achieve annual and quarterly revenue and growth targets in assigned territory
• Proactively identify and upsell opportunities within the existing installed base
• Act as the primary service commercial contact for assigned key accounts in Malaysia; maintain consistent, high-frequency engagement
• Work closely with the local instrument sales team to align on account strategy and identify service sales entry points within new or expanding accounts
• Coordinate with field service engineers on driving customer satisfaction, contract performance, and upsell leads
• Respond to customer requests and queries with speed and accuracy; proactively communicate contract renewal timelines, entitlements, and service options
• Manage customer expectations through clear communication on deliverables, timelines, and follow-up plans
• Future scope expansion to other ASEAN countries to support regional business development initiatives and service sales growth opportunities

Requirements

• Education:
• Bachelors/Masters Degree in Chemistry or Biology, engineering or other science related field is desired, will also consider applications with equivalent experience, training and education
• Minimum 3 years of experience in service sales, technical sales, or account management within the scientific instrument industry.
• Demonstrated track record of meeting or exceeding sales and margin targets.
• Experience managing key accounts and executing structured account engagement programs is strongly preferred.
• Familiarity with chromatography, mass spectrometry, or analytical instrumentation is an advantage.
• Must possess a strong customer focus
• Strong communication skills; ability to communicate effectively to a diverse audience with specific customer needs
• Personal sense of integrity
• Effective time management skills
• Excellent verbal and written communication skills
• Travel:
• This is a territory-based role. Frequent travel within Malaysia is required to cover service sales, key accounts onsite business reviews. Occasional travels to other countries for activities such as business kick-off or reviews, marketing events, training etc.
• Company Description

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