What are the responsibilities and job description for the Director of Field Service, South position at Benco Dental?
Director of Field Service, South
*Must reside in, or be willing to relocate to, the South District (NC, SC, GA, FL, AL, TN, AR, LA, MS, TX, OK).
At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!
Whats in it for YOU?
- Excellent Compensation Packages
- Medical, Dental, Vision & 401k Benefits Effective on Day 1
- Profit Sharing
- Associate Discounts and Community Giveback Programs
- College Tuition Savings Program
- Caring Family Culture Toward all Associates
- Certified as a FORTUNE Great Place to Work
- Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups
- Family owned for 90 years
Position Summary:
The Director of Field Service, South is responsible for managing the operations of the district field service department. This role is accountable for achieving service labor revenue and expense management targets for the district and ensuring all district equipment installations are managed efficiently to meet customer expectations. The Director will also coordinate the relationships between sales, dispatch, equipment coordination, and logistics through a team of Regional Field Service Managers and Project Managers.
Do These Responsibilities Interest YOU?
- Oversee and support regions in achieving their individual profitability goals while implementing Bencos equipment and service labor strategy.
- Set district/regional goals for service performance, emphasizing efficient and timely equipment installations.
- Manage key performance indicators (KPIs) such as Net Promoter Score (NPS), first-time fix rate, response times, service level agreements (SLAs), net contribution, and expenses as a percentage of revenue to drive continuous improvement.
- Coach and evaluate the performance of Regional Field Service Managers, Project Managers, and Regional Field Service Technicians.
- Ensure service/installation technicians are well-trained and current with all products Benco sells, services, maintains, or installs.
- Collaborate with dispatch to improve field communication, enhance dental service knowledge, boost service performance, and reduce travel and costs.
- Work with regional personnel to resolve customer issues and disputes, ensuring high levels of customer satisfaction and retention.
- Manage district headcount, hiring, time audits, and disciplinary actions as needed.
- Identify and grow market areas where Bencos share in service labor sales is below the industry average.
- Continuously improve team communication, productivity, and service revenue using both traditional and innovative approaches.
- Fulfill co-travel requirements of five per quarter to support team development and field operations.
- Perform other duties as assigned to support the efficient operation of the department and company.
Do YOU Meet These Requirements?
- Education/Experience:
- Bachelors degree in Business or a related field, or equivalent education/experience.
- Three years of field service work experience preferred.
- Five years of experience managing a team required, with demonstrated success in leading leaders or managing managers.
- Proven ability to manage, coach, train, and create a motivational environment for associates.
- Experience in monitoring and driving performance against KPIs, including NPS, first-time fix rate, response times, SLAs, net contribution, and expenses as a percentage of revenue.
- Strong communication and interpersonal skills.
- Ability to travel up to 60% (district-wide and nationwide).
Who We Are: Its our Mission to Drive Dentistry Forward
Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.
We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking What does the customer want?
If you enjoy working for a progressive company who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!
We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.
*This position is a field-based / territory-based / virtually- based / remote-based position that does not require consistently reporting to a physical Benco location.
