Vice President of Service and Support

This range is provided by Confidential Company. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$175,000.00 / yr - $200,000.00 / yr

Position Overview

The Vice President of Service and Support is responsible for leading the Company’s customer-facing service and support operations, including Inbound support, logistics, dispatching and field technician operations. This role is responsible for ensuring best in class customer satisfaction, delivering services through efficient operations, and implementing strategic objectives in line with company goals. Reporting to the COO, the VP plays a key role in shaping the customer experience, driving retention, and continuous improvement to meet business and financial objectives.

Key Responsibilities

• Strategic Planning and Execution - Develop and implement operational strategies to achieve business goals including customer satisfaction, field service efficiency and overall operational efficiency.
• Departmental priorities and KPI’s - Set, manage and execute the vision for departmental priorities and key performance indicators.
• Team Leadership and Management - Establish standards, lead, mentor, and train a team of field service professionals, customer support representatives, and dispatch and logistics professionals.
• Field Service Operations - Oversee all aspects of field service operations and delivery, including efficient and timely resolution of customer issues, developing revenue generating frameworks, and ensuring efficiency and accountability to our customers.
• Customer Service Management - Oversee all aspects of customer support, including the development of frameworks, strategies, and implementation of process and tools, aligned to the needs of customers.
• Dispatch and Logistics - Oversee all aspects of field service planning, scheduling, dispatching and deployment of field technicians.
• Revenue Focus - Develop and implement revenue generating strategies to further enhance our customers' offerings and capabilities.
• Process Improvement and Efficiency - Developing and implementing frameworks and process improvements to enhance efficiency, reduce costs, improve service quality and enhance our overall customer experience.
• Budget Management - Oversee and optimize departmental budgets, implementing frameworks for enhanced management of resource and cost allocations.
• Technology and Systems Implementation - Researching, developing and implementing new
• technologies and process to improve operational efficiency and drive operational excellence.
• Stakeholder Collaboration - Collaborating with internal and external stakeholders, including customers, partners, vendors, executives and other departments to ensure effective service delivery and strong internal and external relationships exist.
• Compliance and Regulation - Ensuring compliance with industry regulations and company policies, and promoting a culture of safety and customer orientation.
• Escalation and Troubleshooting - Serve as the highest level escalation point for customer related service issues, develop escalation strategies to surface opportunities and meet with customers both remotely and onsite when necessary.
• CSAT and Customer Feedback - Implement process and procedures to collect customer feedback and develop metrics and programs for service improvements.

Qualifications

Seniority level

Seniority level

Executive

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Technology, Information and Media

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