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Associate Director of Field Service

Videojet Statewide California Full-Time
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Job ID: VID005363

About Us

Videojet Technologies, Inc. is the global leader in the manufacturing of coding, printing and marking products. This high technology product prints variable information, such as expiration dates on grocery products, packaged goods, pharmaceuticals or catalogues. As the market share leader, we have operations in over 30 countries with 2600 employees worldwide. A wholly owned subsidiary of Danaher Corporation (www.danaher.com), Videojet is the core of the $800 million Product Identification Platform. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused and growth-oriented, guided by the phenomenally successful Danaher Business System. Working at Videojet, gives you access to a robust career development process and challenging, “stretch” opportunities.



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
  •  Communication

  • 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

  • Qualifications


  • 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 Salesforce.com a plus)
  • Strong deductive reasoning and problem-solving skills
  • Relationships

  • 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.

    Danaher Corporation Overview

    Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
    At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
    Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

    Skills required

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    Job ID: VID005363


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