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Director, Field Service Jobs

Company

Sony Electronics
Address , San Jose
Employment type FULL_TIME
Salary $185,000 - $195,000 a year
Expires 2023-10-20
Posted at 8 months ago
Job Description
Sony Biotechnology Inc., based in San Jose, California, supplies advanced flow cytometry analysis and sorting technology for use in life science research. It markets products to private and public research institutions, pharmaceutical and biotechnology companies, and large medical centers. Over the years, Sony Biotechnology products have received numerous outstanding new product awards as well as technology awards including the Frost & Sullivan Emerging Technology award, and the Milestone Award.
POSITION SUMMARY
Reporting to the CEO, the Director of Service will be responsible for managing and developing a highly skilled team of Field Service Engineers and the supporting organization.
The incumbent will be accountable for developing service strategies to meet overall budgeted growth for service revenue. In addition, the Director of Service will be responsible for implementing strategies to build and maintain relationship with key customers and maintain a high degree of customer satisfaction.

JOB RESPONSIBILITIES
  • Member of the North America Leadership Team, responsible for developing short and long-term strategies to achieve budgeted revenue growth and profitability.
  • Attend training and develop relevant knowledge, techniques and skills.
  • Identify and lead initiatives to continuously improve the Service Organization and Business.
  • Travel required as per the business needs.
  • Communicate and ensure adherence to the Sony Life Science Business Principles, and SCA & SBT policies and procedures.
  • Responsible for ensuring staff competency evaluation and managing for excellence
  • Structure the regions to become best in class in customer satisfaction, operational excellence, team engagement, growth, and profitability.
  • Lead service execution which continuously surpasses customer expectations.
  • Accountable for the leadership of direct reports to include ongoing direction, coaching, and development.
  • Monitor and report on market and competitor activities with respect to Field Service delivery and customer satisfaction and provide periodic reports and benchmark SBT service level.
  • Present the NA Service strategy and progress to achieve during Leadership Team and SBT Board (as required) meetings.
  • Promote a safe working environment and ensure compliance with the EHS policies and procedures and the SBT Quality Management System.
  • Develop and implement the North America Service strategy.

QUALIFICATIONS FOR POSITION
Your qualifications and experience should include:
  • Aftermarket service experience in the Healthcare, Life Science, or Medical Devices required.
  • Strong exposure to change management, conflict resolution and structures set-up.
  • High customer orientation, great leadership skills and a continuous-improvement mindset.
  • 10+ years experience in managing a field based service/support team of >10 associates.
  • A passionate leader, with a growth and continuous improvement mindset.
  • Experienced in Quantitative analysis of Service Delivery metrics.
  • Demonstrated experience in implementing new Processes and Policies in national settings.
  • Great communication skills and de-escalation ability.
  • Proven experience as people leader, managing managers and individual contributors.

In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology”.

Benefits:
SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.

What we offer you:
  • 401(k) Plan with pre-tax, Roth, and after-tax options and company match which vests immediately
  • Paid parental and caregiver leave
  • Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
  • Education assistance and student loan programs
  • Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
  • Fertility benefits, including surrogacy, and adoption assistance programs
  • Short-term & long-term disability plans
  • Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
  • Employee assistance plan and comprehensive behavioral health benefits

Other Programs:
  • Matching gift program
  • Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)
  • Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
  • A wide variety of employee business resource groups (EBRGs)
  • Referral bonuses (subject to eligibility)
  • Special discounts on Sony products, offered exclusively to Sony employees
  • Annual incentive bonus

The anticipated annual base salary for this position is $185,000 to $195,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
#LI-KD1
Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Disability Accommodation for Applicants to Sony Corporation of America
Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at or by mail to: Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.
EEO is the Law
EEO is the Law Supplement
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E-Verify Participation (English/Spanish)
The company requires individuals in customer-facing roles to be fully vaccinated against COVID-19. The Company will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law. Please do not include proof of vaccination status or any indication of a possible request for a vaccination accommodation when submitting your application materials. If applicable, the Company will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.