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Director, Managed Services


Last Updated: 4/30/21

Job Description


The Director, Managed Services leads and is responsible for service delivery and service support from end to end. Oversee all managed services within in US Poultry to include the service desk, parts, engineering sales support and biology technical services manager. The Director Managed Service will work closely with sales and marketing directors who all report directly to SVP of US Poultry and is part of the US Poultry leadership team. The role encompasses the supervision of service desk and service operations in the management of the US Poultry Bio-Devices, Automation Services and Vaccine Services.

A key responsibility of the role is managing people and financial resources to include resource deployment, operating budget, coaching and development of our Managed Service Leaders and our integrated managed services solutions for all service projects. Ensures that service quality and performance metrics are established and achieved consistently by the team in delivering a best in class service experience for our customers. Continually review our deployment of resources that are meeting and exceeding our customers service expectations. Ensures successful commercial introduction of newly approved products. Additionally, will assist in the identification of changes to manufacturing systems and processes that continually improve our legacy and in- development products. The Director, Managed Services will lead a team of 6 direct reports with a total managed services organization of approximately 60+ people within our US Poultry Managed Services vertical.


* Manage the day-to-day operations of the Poultry Managed Services group. Develop the Services Platform budget and human capital required ensuring optimal staffing plans are developed and used A12; promoting the most efficient utilization of the service team.

* Develop workflow of Zoetis managed services to include the field service and automation team. Implement and monitor and coach to the established services KPI’s.

* Work with Bio-Device, Automation, Parts, Service Desk, manufacturing and supply to ensure we meeting and exceeding fulfilling customer quotes, parts order, to ensure customer orders meet installation, preventive maintenance, and repair timelines.

* Assist in goal setting, skill enhancement and performance reviews activities for managers and service staff.

* Investigate and resolve any issues resulting from substandard performance.

* Ensure service policies and procedures are followed by all team members.

* Ensure that training programs are meeting and exceeding the standards of our service technicians and our service technicians are properly trained/certified to meet our service objectives.

* Lead our Center of Excellence service desk encompassing of customer service support, quoting, inovo-device contracts, bio-device and automation invoicing, and equipment delivery.

* Address customer inquiries resolve issues and obtain customer/subcontractor/employee feedback proactively.

* Identify and resolve employee concerns, opportunities/complaints.

* Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.

* Support service teams in achievement of service goals both in profitability and efficiency.

* Assist in interviewing and hiring as needed

* Ability to lead a team of personnel by providing leadership, assistance and advice.

* Manage the assigned financial aspect of our services business,

* Manage the development of client statements of work (SOW's) and associated quoting process.

* Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations.

* Ensure contract project goals and timelines are accomplished.

* Support new product development with engineering and technical services

* Monitors and evaluates direct reports to assure a consistent high standard of performance.

* Develops optimal on-call coverage procedures and schedules to demonstrate both stewardship and concern for our service personnel’s quality of life issues.

* Creates and fosters an environment of trust and effective, open communication within our services team, operations, sales and technical teams to ensure our technical and service policies deliver best in class services and solutions for customers.

* Other duties as assigned


· Bachelor's degree; experience may be considered in lieu of educational requirement

· 10+ years of agricultural sales and/or service experience

· Track record for delivering results (operational results, developing others, retaining high performers, creating a positive, trusting work environment, safety).

· Capable of creating an environment of support and accountability.

· 10 years of leadership and management experience, especially management within field services and/or remote employees.

· Track-record of excelling in building and working in a team and matrix organization atmosphere.

· History of successfully developing and coaching direct reports.


· Solid business acumen (breakeven analysis, P&L review, ground-up budgeting, service forecasting).

· Intelligent, effective communicator, works well with others, treats employees fairly, strong customer service orientation.

· Track-record of excelling in building and working in a team and matrix organization atmosphere.

· Ability to interact and communicate effectively with field service managers and field service and automation technicians, Corporate Headquarters support staff, and key customers.

· General knowledge of mechanical and electrical terminology

· Strong business and organizational skills: Proficiency with identifying, defining and resolving problems; developing systemic solutions

· Strong project planning skills, organizational skills, process improvement skills, ability to manage projects to meet specific deadlines

· Ability to drive implementations and improvements proactively

· Effective, positive written and oral communications skills. Ability to teach and to deliver concise and effective presentations to the Leadership Team, and to US Leadership Team


· Ability to accommodate travel requirements: 50%

· May be required to work in a hatchery and/or broiler, layer and or turkey grow out facilities. Dust, dander and cleaning solutions where exposure to these environments would be part of site visits that would take place often possible.

o Heat and humidity above average is common

· Available for unsocial work hours

· Lift more than 50 pounds

· This position can be reasonably located in the DelMarVa, Midwest or Southeast region of the US.

Full time



Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [Register to View] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at site, or (2) via email to/from addresses using only the Zoetis domain of [Register to View] In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

Company Details


Parsippany, New Jersey, United States

Zoetis discovers, develops, manufactures and commercializes medicines, vaccines and diagnostic products, which are complemented by biodevices, genetic tests and precision livestock farming. Zoetis serves veterinarians, livestock producers and people who raise and care for farm and companion animals in more than 100 countries.