Job Details

Oversees and provides strategic global leadership to ensure a high level of service excellence and customer satisfaction.

POSITION SUMMARY

TheVP ofField & Technical Servicesis responsible for customer care across the division's operating sites. This individual will need an engineering background and in-depth knowledge of equipment automation and robotics. A successful candidate must show proven experience running Field Service, large equipment installations and driving successful customer service.

This is a senior leadership role responsible for overseeing the operations, strategy, and performance of field and technical service teams. This position ensures that customer service and technical support provided in the field meet company standards and goals and is instrumental in driving profitability.

A key member of the Executive Leadership Team, this role will partner with the other leaders to outline strategy for both Customer Care(Field & Technical Services) and the Division as a whole. The VP of Field & Technical Servicesleads all aspects of Alliance's KPIs, TTIs and Customer Care metrics as well as objectives and initiatives in support of the Alliance's business objectives.

The VP ofField & Technical Serviceswill oversee all aspects of the division's Customer Care including Field Service, After Market Sales, and Customer Support.This person will champion process improvement, Customer Trust programs and multi-organizational collaboration to achieve optimized performance across all Alliance business units.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Leadership

Provide leadership and guidance to a diverse and global Field Services and Technical Support team – understanding team strengths and how to best deploy effective customer solution strategies.

Assume a hands-on style to leadership that emphasizes teamwork and collaboration with a strong customer focus. Drive accountability for results yet be supportive and effective at developing individuals to assume greater levels of responsibility and personal contribution.

Lead, motivate, and develop the functional team on an ongoing basis and provide direct feedback, counselling, and coaching to drive practices and processes and overall Alliance performance.

Customer Service & Relationship Management

Build rapport and trust with customers to ensure excellent communication and solutions strategies both proactively and as issues arise.

Lead initiatives to drive customer satisfaction, operational efficiency, and profitability.

Provide clarity and leadership for warranty issues with a focus on customer needs.

Implement and drive Customer Trust System by earning our customer's trust through development and delivery of exceptional solutions, delivered on time, and without warranty issues.

Drive Customer Trust excellence with timely aftermarket parts and sound installation and start-up support.

Assess the current state of Customer Care within Alliance's network of sites and functions and plan, develop, organize, implement, and execute a holistic future state structure; reviewing people, positions, flex capacity, and evaluating core competencies to drive profitability across multiple sites.

Analyze customer feedback and data to identify trends and opportunities for improvement in customer experience.

Develop and implement customer service initiatives to enhance customer satisfaction and loyalty.

Budgeting and Resource Allocation

Partner closely with Finance to ensure alignment on key drivers of success and lead key metrics and processes with site leaders.

Budgeting and Resource Allocation – develop and manage budgets for field operations, including labor, tools, vehicles, and materials; optimize cost-efficiency while maintaining service quality.

Operational Oversight

Develop and implement the field services and technical services strategy in alignment with overall business goals.

Provide leadership to operational plans delivering on the business unit strategies across all domestic Alliance sites in all areas of Customer Care.

Contribute as a key member of the Executive Leadership Team (ELT) to outline organization strategy and vision with the Division President and others on the ELT.

Lead the operation function and ensure the right positions and people are developed to ensure the current and future needs of the organization are satisfied.

Leverage technology (e.g., field service management software, mobile apps) to improve field operations.

Drive continuous improvement initiatives focused on productivity, accuracy, and turnaround time.

Coordinate with engineering, product, supply chain, and logistics teams to support service delivery.

Ensure alignment between field operations and broader company initiatives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

A Bachelor's degree in Engineeringor relevant discipline

Master's Degree is preferred

Experience and Skills

15+ years in a global environment leading Engineering or Customer Care, with 8+ years' experience managing multiple manufacturing locations with full Customer Care P&L responsibility.

A proven-track record of driving Customer Care in identifying areas of improvement (utilizing Lean and Continuous Improvement methodologies) across a large organization, resulting in enhancedaftermarket margins, profitability, and step-change performance.

Experience building and leading Customer Care programs and cross-functional teams

Responsiblefor project installation planning and developing process improvement strategies for complex system installations and support.

Demonstrated effective management (both direct and through influence) across multiple organizations and work groups.

In-depth knowledge of equipment automation and robotics. A successful candidate must show proven experience running Field Service, large equipment installations and driving successful customer service.

The following competencies will differentiate top candidates :

Critical thinking and decision quality.

Drives results by establishing compelling goals and aggressive schedules for improvement in all facets of Customer Care.

Effectively delivers measurable results on organizational commitments.

Translates the Alliance vision and strategy into practical, actionable, and quantifiable plans.

Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.

Robust ability to coach, develop, and inspire team members.

Entrepreneurial spirit with a results-focused mindset.

High degree of intellectual curiosity, integrity, and capability.

Openness to feedback and coaching with a strong orientation towards continual learning.

Capacity to function in a complex, global environment with ease and fluidity, while driving and influencing results.

Process thinker and passion for continuous improvement.

Proven experience in a senior customer service leadership role within manufacturing.

Deep understanding of the industry, product lifecycle, and customer needs.

Strong analytical skills to interpret customer data and identify trends

Expertise in customer service best practices and technology platforms

Excellent communication and interpersonal skills to build strong customer relationships

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be willing and able to travel as needed.

Able to sit at a desk or computer for sometimes extended periods of time.

Able to move about the office and factory with occasional lifting, bending, and reaching.

Able to dial, hear and respond to telephone calls and inquiries as necessary.

Physically operate various types of office equipment including but no limited to photocopiers, fax machines, 10 key, computers, printers, etc.

Meet requirements of daily attendance on job for a full, continuous work schedule.

Job Posting Salary Range

The approximate pay range for this position is $160,000 - $180,000.

LI-BO1

Barry-Wehmiller is an equal opportunity employer. M / F / D / V This organization uses E-Verify.Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and / or skills assessments.

Company : Alliance

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