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Associate Director of Field Service

Statewide, AZ, USA | SCIEX

  • Industry:
    Pharmaceutical / Biotech
  • Position Type:
  • Functions:
    General Management
  • Experience:
    5-7 years
Job Description:
60 people have viewed this job

Videojet Technologies, Inc. is currently looking for Associate Director of Field Service to manage parts of our territories in North America. The ADFS has a highly visible leadership role in the Videojet Service and Support organization, reporting to the Sr. Director of Service for all of North America. Individuals in this role are responsible for providing strong leadership for a team of Field Service Managers. It is the expectation that the Associate Director of Field Service drives a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of printer placements and service revenues. The Associate Director 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. Though the Associate Director of Field Service does not need to become a technical expert on Videojet equipment., developing a high-level understanding of the equipment and its capabilities is required.


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 MM NA service revenue target with expected year-over-year double digit growth

Manage NA expenses and investments to achieve annual operating profit target

Data Focused / Fact-Based / Analytical

Able to create accurate models, make decisions and justify action based on data

Comfortable working with large, unstructured data sets

Able and willing to seek out new sources of data when needed

Highly analytical with a natural curiosity for details and strong data-driven problem solving skills


Strong listener with exceptional verbal and written communication ability

Skilled at breaking down a strategy and empathizing with team members on the impacts of change

Experienced at using data to craft messages

Able to build and maintain relationships with other L2 leaders

Skilled at establishing credibility and gaining followership

Customer Satisfaction

Drives a sense of urgency to ensure customer needs are addressed 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 (internal and external) 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 managing and resolving high-pressure customer issues, including product performance issues and Technical Escalations

People Management & Leadership

Experienced at leading leaders

Highly skilled at employee development, including coaching, mentoring and identifying 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 be successful

Constantly works to build the best team via detailed employee development plans and by recruiting the best internal and external 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

Continuous Improvement

Experienced at managing change and communicating 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 (VSM, TPI, etc.)

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 KPI’s

Key Metrics

Revenue: Achieve top line growth target

Margin: Achieve annual operating profit growth target

Renew > 90% of all expiring service agreements

Improve "First Time Fix" rate to > 90%

Achieve a 95% same day/next day service response rate

Deliver a Net Promoter Score for the service region of 75%

Productivity: Improve average technician daily on-site time to > 6 hours per day

Add an average of 2 printers to contract per technician on a monthly basis



Inclination and ability to listen to various stakeholders (e.g. Customers, Sales) and generate actionable insights

Collect actionable insights to assist in setting Service commercial strategy (1-5 years) and tactics (immediate).

Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges

Communicate expectations regarding performance and hold people accountable for results

Able to travel approximately 25% of the time in North America

Education and/or Experience

Bachelors (ideally in a technical or engineering discipline)

Master’s in Business preferred

5 + years of prior field service management experience, technical management, or management in a field that requires regular customer interaction

Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in after-market support, at the customer’s place of business, is a strategically important part of the overall value proposition

Highly computer literate (especially in Excel and PowerPoint, Oracle and a plus)

Strong deductive reasoning and problem-solving skills


Reports to: Sr. Director, NA Service and Support

Key Relationships: Finance, Customer Service, Field Sales, Inside Sales, and Technical Support

Videojet Technologies Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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