Job Description

SONIFI® Solutions, the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Senior Director Field Service to our team. The Senior Director, Field Service will play a key role in the customer experience at SONIFI. This position will provide leadership and oversee their assigned Field Service region. The Sr. Director will be responsible for communicating the vision and strategy as well as develop processes to effectively manage the operations. This role has overall responsibility for all Field Service operations and communications with all internal and external customers in their Region. Assists the VP of Field Operations in planning and achieving goals and following approved project deadlines, business plan and budgets as directed by senior management. Reports to VP of Field Operations.

 


What you’ll do:

  • Lead and develop Field Service staff and operations for success in the region.
  • Accountable for the recruitment, hiring and retention of quality talent to service SONIFI customers.
  • Establish clear roles, responsibilities, and expectations of employees through mentoring, coaching as well as, growth and development plans.
  • Succession planning for all field operations positions
  • Employee engagement activities
  • Training and skills development to meet product and customer needs
  • Leadership and coordination on risk, safety, and compliance activities for Field Services
  • Responsible for professionally facilitating the assigned regional Field Service team through change management for new launches of products, services, and structure changes; instilling support and a vision of our customer as the central focus of all that we do.
  • Ensure teams are using the assigned Field Service tools in an appropriate manner, this includes mobile software for scheduling, the timekeeping system, etc.
  • Promote and lead a culture of excellence and accountability for the regional Field Service team.
  • Demonstrate support around SONIFI decisions, objectives, and the direction of the business.
  • Foster respect and collaborate with and leverage peer teams to coordinate project plans, customer commitments and escalations; support all efforts to enhance the customer experience, while ensuring timely, accurate and cost-effective delivery of services.
  • Propose, develop, and implement best-practice strategies to address customer issues and deliver optimal customer experience.
  • Encourage the adoption and use of technical solutions and processes, as implemented by SONIFI, to improve the efficiency and performance of Field Service.
  • Oversee the assigned regional teams and ensure they follow local, state, and federal regulations and company policies and procedures.
  • Create a culture where safety practices are followed, and work is performed in a safe and productive manner compliant with OSHA and other applicable regulations.
  • Provide oversight of the safety program, including training, to ensure compliance.
  • Manage the regional fleet program, including maintenance and the employee driving records as outlined by Company policy.
  • Responsible for field service compliance with all procedures and policies to ensure that operations run efficiently and within budget.
  • Make sure your team is up to date with all product training.
  • Deliver reports and data to senior management as needed.
  • Conduct regular meetings with all employees and leaders within the region to achieve open two-way communication to better understand and solve operational challenges.
  • Keep VP of Field Services informed regarding all facets of above duties and responsibilities.
  • Other duties as assigned.

 

What you’ll need:

  • Bachelor’s degree in a related field along with at least eight (8) years of related experience; or the equivalent combination of education and/or work experience.  Must have at least four (4) years leadership experience.
  • Must have demonstrated ability to meet commitments and drive the organization to deliver on such commitments. 
  • Demonstrate leadership in all aspects of work; this includes building and leading high performing teams, coaching and mentoring, and performance development.
  • Excellent verbal and written communication skills are required.  Strong interpersonal skills are needed with an emphasis on decision-making, conflict management and team building. 
  • Self-motivated to move the business forward and achieve agreed on goals.
  • Good customer service skills, with a focus on customer relationship management and customer communication.
  • Project management skills are needed to lead projects, including cross-functionally, through successful completion.  Must be able to manage internal and external resources for project execution.
  • Knowledge of technologies and materials to enhance team performance. 
  • Sound business and strong financial acumen.
  • Must have the ability to use Microsoft Office, Dayforce and Salesforce Lightning or equivalent scheduling, workflow, and dispatch solutions.
  • Ability to travel 25-50% of the time.

 

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services. 


Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

 

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

 

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000. 

 

For more information about Equal Employment Opportunity, please visit:  https://www.eeoc.gov/.

 

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Application Instructions

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