Job Overview
We are seeking an experienced professional to lead the development and management of our AI-driven standardized troubleshooting pathways.
This innovative product leverages machine learning to streamline and enhance troubleshooting processes, driving productivity and efficiency in our service organization.
The ideal candidate will have a strong background in Waters' products, excellent influential leadership skills, and a proactive approach to continuous improvement.
Responsibilities:
* Oversee the development, implementation, and optimization of the AI machine learning product.
* Define product roadmap in alignment with organizational goals.
* Manage relationships with external vendors and partners involved in the development and maintenance of the AI product.
* Identify, engage, and lead a network of volunteer Subject Matter Experts (SMEs) from across the organization, fostering collaboration to gather product expertise, validate AI outputs, and prioritize product improvements.
* Collaborate with vendors to integrate new features and improvements.
* Identify opportunities for product enhancements and optimizations based on user feedback, data analysis, and industry trends.
* Implement iterative improvements to increase the efficiency, accuracy, and effectiveness of the AI response system.
* Conduct regular performance reviews and update the product roadmap accordingly.
* Work closely with cross-functional teams, including AI developers, data scientists, IT, and service delivery teams to ensure seamless integration and functionality.
* Communicate product updates, performance metrics, and improvement plans to stakeholders.
* Collaborate with business segments to identify new product features, issues or upcoming releases for integration.
* Conduct training sessions and workshops to educate internal teams on the AI product's capabilities and updates.
* Establish key performance indicators (KPIs) and metrics to track the product's effectiveness and impact on productivity.
* Generate regular reports on product performance, user engagement, and areas for improvement.
* Provide insights and recommendations to senior management based on data analysis and industry best practices.
* Ensure the product meets the needs of the organization and delivers measurable productivity benefits.
Requirements:
* Bachelor's or Master's degree in Computer Science, Engineering, Science or related field.
* Previous service experience strongly desired.
* Excellent communication and presentation skills, capable of communicating to all levels of the enterprise organization.
* Excellent time management skills, with the ability to prioritize tasks, manage timelines, and deliver results in a fast-paced environment.
* Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
* Experience working in a global service organization.
* Knowledge of programming languages and AI development frameworks.
* Ability to work cross-functionally and lead by influence.
About Us:
We are a leading provider of analytical instruments, separations technologies, and software serving the life, materials, food, and environmental sciences.
We help ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day.
We operate globally, collaborating with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.
We value diversity and inclusion, recognizing its benefits for our employees, products, customers, and community.
We comply with applicable federal, state, and local laws, considering applicants without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status, military service, veteran status, pregnancy, genetic information, sexual orientation, gender identity, disability, or domestic violence victim status.
We are an equal opportunity workplace and an affirmative action employer, making hiring decisions based solely on qualifications, merit, and business needs.