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Vice President, Customer Services

 
Position Overview
The Vice President of Customer Services will play an integral role in Envista’s long-term success by strategically positioning customer support to provide exceptional customer service and drive revenue and retention while managing growth. This individual will lead the charge in identifying overall customer relationship management techniques and tools that drive customer retention to exceptional levels. Will be responsible for defining and identifying the people, processes and technology required to deploy customer service best practices and exceeding defined goals in support of direct-to-consumer programs.
Company

Envista Corporation provides a web-based solution for infrastructure project coordination among multiple infrastructure stakeholders. Envista's groundbreaking technology introduces map-driven, real-time sharing of construction and maintenance project schedules among municipalities, utilities, and highway agencies. Envista's “Software as a Service” products allow project managers to view projects on a map, and see what work is planned in a specific geographic location during a particular time period. This new capability enables stakeholders to instantly troubleshoot potential conflicts. Envista pioneers a wide range of features including automatic geo-location of projects on a map, instant identification of conflicts, integrated communication among project owners, management dashboard views, and more. Using the Internet and a standard browser, annual subscribers have a convenient, centralized way to exchange planning schedules with all stakeholders.

Role and Responsibilities
The Vice President of Customer Services role is to oversee the support staff and ensure that end users are receiving the appropriate support to remediate and prevent product use problems. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of support functions.
  • Define overall budget, staffing requirements and spending strategies that provide for growth, yet drive significant cost efficiencies.
  • Directing day-to-day management of staff including maintaining a productive work environment, overseeing training, conducting staff meetings, reviewing quality and case management to increase customer satisfaction, provide reports to management and ensure staffing levels based on daily and monthly patterns.
  • Effectively work and communicate with all levels of management, including the executive team and board members, to gain cooperation, build partnerships, and drive effective cross-functional teamwork.
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected / Ensures issue resolution in minimum time.
  • Develop short and long-term organization design for optimal service provision, day-to-day, training, data reporting and administrative support.
  • Develop, modify and execute operational objectives, workflow planning and support procedures.
  • Report on support activity, resolutions, and key performance metrics.
  • Maintain and update a knowledge base for the support application.

Requirements/Skills:

  • 10 years of customer support services experience with at least 7 years in increasingly responsible management level positions.
  • Experience in leading the identification of and implementation of CRS/CRM and transaction based IT application(s) for the contact center.
  • Demonstrated successes in building cross-functional cooperation, teams and understanding.
  • Excellent oral and written communication skills.
  • Excellent organizational skills and attention to detail.
  • Must be able to thrive working in a fast-paced, entrepreneurial environment.
    Strong sense of accountability and a desire to excel in leadership.

Education

  • Bachelor’s degree in Computer Science, Engineering, or equivalent demonstrated technology work experience.
  • Five to seven years providing technical support, on behalf of a software company including two to three years experience managing a support team.


Next Step
Email your resume at careers@envista.com or fax to:


Lynn Wiggin
Envista Corporation
900 Cummings Center, Suite #307V
Beverly, MA 01915
Fax-978-927-0725


All appropriate candidates will be given immediate attention.
Local candidates preferred
Principals only please

As an equal opportunity employer, Envista Corporation encourages participation by all.

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