The Vice President of Tech Support and Customer Services is responsible for bringing a strategic vision, operational excellence and innovation to the services team which includes Technical Support and customer service. Leading our technical support team of talented professionals in consistently delivering industry leading customer satisfaction and loyalty. The VP of Services is someone who has a strong understanding of RV Electrical systems, experience managing technical support teams and the skills and experience to drive high customer satisfaction for our customers.

Responsibilities:

• Lead a team of Technical Support and Services team-members.
• management and product enablement/coaching.
• Lead the Services team to fully adopt industry standards and best-practices to achieve operational efficiency to support a growing organization
• Design and implement processes, systems, and structures necessary to consistently deliver high-quality customer results
• Deliver a global enterprise class technical support services via phone and e-support to manufacturers and end user customers
• Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels
• Identify gaps across the service organization and present solutions to align with organizational goals
• Responsible for creation, management and oversight of all Technical Support SLAs and adherence
• Responsible for the management of the support ticketing tool and support processes
• Partner cross-functionally with Engineering, Customer Success, Sales, and Implementation to ensure strong client sentiment
• Act as executive sponsor for all Support and Services related escalations
• Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results
• Own the overall customer support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement
• Create a support experience delivering a differentiated competitive advantage and value to our customers
• Lead and develop a strong, motivated team of support and service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer service
• Develop operations-related plans, budgets, policies, and procedures to achieve the organization’s customer satisfaction and responsiveness objectives
• Establish an environment that promotes excellence, communications, teamwork, sense of urgency and efficiency

Qualifications:

• Extensive experience in transforming processes to meaningfully change outcomes
• Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals

 

Ideal pay range would be within $90k-$120k

 

Posted On: Tuesday, August 13, 2024