What are the responsibilities and job description for the Director, Field Service position at Sony Corporation of America?
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. To learn more: .
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.
Develop and implement the North America Service strategy.
Present the NA Service strategy and progress to achieve during Leadership Team and SBT Board (as required) meetings.
Structure the regions to become best in class in customer satisfaction, operational excellence, team engagement, growth, and profitability.
Accountable for the leadership of direct reports to include ongoing direction, coaching, and development.
Responsible for ensuring staff competency evaluation and managing for excellence
Identify and lead initiatives to continuously improve the Service Organization and Business.
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.
Lead service execution which continuously surpasses customer expectations.
Communicate and ensure adherence to the Sony Life Science Business Principles, and SCA & SBT policies and procedures.
Promote a safe working environment and ensure compliance with the EHS policies and procedures and the SBT Quality Management System.
Attend training and develop relevant knowledge, techniques and skills.
Travel required as per the business needs.
QUALIFICATIONS FOR POSITION
Your qualifications and experience should include:
10 years experience in managing a field based service/support team of >10 associates.
Proven experience as people leader, managing managers and individual contributors.
Experienced in Quantitative analysis of Service Delivery metrics.
Demonstrated experience in implementing new Processes and Policies in national settings.
Strong exposure to change management, conflict resolution and structures set-up.
Aftermarket service experience in the Healthcare, Life Science, or Medical Devices required.
Great communication skills and de-escalation ability.
High customer orientation, great leadership skills and a continuous-improvement mindset.
A passionate leader, with a growth and continuous improvement mindset.
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:
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)
Employee assistance plan and comprehensive behavioral health benefits
Fertility benefits, including surrogacy, and adoption assistance programs
Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
Short-term & long-term disability plans
Paid parental and caregiver leave
401(k) Plan with pre-tax, Roth, and after-tax options and company match which vests immediately
Education assistance and student loan programs
Other Programs:
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)
Referral bonuses (subject to eligibility)
Matching gift program
A wide variety of employee business resource groups (EBRGs)
Special discounts on Sony products, offered exclusively to Sony employees
Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
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.
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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.
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.
Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or membership in any other legally protected category.
Salary : $185,000 - $195,000
