Company: Videojet Location: New York, NY Employment Type: Full Time Date Posted: 05/11/2021 Expire Date: 06/10/2021 Job Categories:
Customer Service and Call Center, Finance/Economics, Financial Services, Human Resources, Sales, Executive Management, Research & Development
Director of Field Service, North America
Videojet Technologies, Inc. is currently looking for a Director of Field Service to manage parts of our territories in North America. This is a highly visible leadership role in the Videojet Service and Support organization, reporting to the Senior Director of Service for all of North America. He or she will be responsible for providing strong leadership for a team of Field Service Managers.
He or she will drive a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of printer placements and service revenues.
To be successful, you must work cross-functionally and build cohesive relationships with Finance, Engineering, Customer Service, Technical Support, and Inside and Outside Sales. Facilitating a strong Service-Sales partnership is a critical component. Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, employee development, and financial management responsibilities to include Service and Sales revenue and profit growth. We don't expect you to be an expert on Videojet equipment, but we do require your developing a high-level understanding of the equipment and dedicated, continuous learning.
Your key responsibilities will include the following:
Financial Management & Growth
Experience managing a P&L with multiple revenue streams
Experience managing margins via decision making that impacts top line revenue as well as costs
Not solely Service focused capable of driving VJ growth overall
Excellent sales ability: both direct engagement in Service selling to strategic customers and development of managers and technicians to independently propose and sell service agreements (value selling principles)
Understanding of high-level financial statements - understanding the impacts that key decisions have on the Videojet Field Service and OpCo P&L.
Achieve responsibility portion of an annual $81 million service revenue target with expected year-over-year double digit growth
Manage North American expenses and investments to achieve annual operating profit target
consistently shows a customer-first mentality and addresses customer needs promptly
Excellent follow-up skills to insure we exceed internal and external customer expectations, and close all outstanding issues
Is a clear advocate for the customer and a steward for the company
Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
Experienced with leading and resolving high-pressure customer issues, including product performance issues and Technical Customer concerns
People Management & Leadership
Experienced at leading leaders; experienced at working effectively in matrix organizations
Highly skilled at employee development, including coaching, mentoring and finding opportunities for improvement both at the individual contributor and manager level
Creates a culture of ownership and accountability ensures associates understand their objectives and are provided the tools and guidance to succeed
Constantly works to build the best team via detailed employee development plans and by recruiting top talent
Creates followership via action and integrity builds a winning team culture and participates in driving the success
Motivates employees and drives a cohesive cross-functional work atmosphere with positive attitude. Increase field morale and expectations
Successfully runs special projects across NA as assigned by the Sr. Director Service NA
Experienced at managing change and presenting a clear vision of the future state
Leads by example to develop a robust continuous improvement culture
Able to quickly identify systemic business issues and leverage team expertise and DBS problem solving tools to drive to root cause must be able to effectively manage and implement permanent countermeasures to drive a sustainable business advantage
Ensures all processes are documented and improved via the use of Kaizen
Acts as a champion of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
Develops and drives accountability around daily management and monthly KPIs
Efficiency metrices: Achieve targets like First Time Fix Rate, Average Response Time, Net Promotor Score, technician utilization
Strategic Execution: Achieve targets for Digitally Enabled Services
Able to travel approximately 25% of the time in North America
Bachelors (ideally in a technical or engineering field)
Masters in Business preferred
5 + years of prior field service management experience, technical management, or management in a field that requires regular customer interaction
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available here.