VP Customer Service

POSITION SUMMARY :

Are you the right applicant for this opportunity Find out by reading through the role overview below.

One of FORTNA’s top strategic imperatives is to provide its customers the industry’s best customer experience as we support our solutions and products throughout their lifecycle.

The company is in the process of constructing a dedicated customer success organization, and as such is looking for an experienced and dynamic leader to collaborate across the organization to build and lead this new organization.

This role will report to the Service Senior VP.

The primary goal of the Customer Service organization is to provide support and services to insure the global installed base of products and solutions continue to meet operational performance obligations, while maximizing the customer satisfaction.

This critical role will oversee multiple functional areas including the technical support call center, incident management, sustaining software and engineering teams, remote monitoring and diagnostics, infrastructure services and customer contract administration.

The VP will also be responsible for managing the portfolio of Technical Support Agreements (TSA’s), including contractual SLA’s (ex.

responsiveness, time to resolution, uptime, etc.) and the corresponding financial metrics. The VP will also be responsible for identifying product performance measures, systems and processes to measure and track these so he / she can identify improvement opportunities and work with business partners on investment plans to implement such improvements.

The VP Customer Service will build a high-performance team, must have experience implementing and maintaining large-scale managed services, experience with software based products and solutions and global standards, expert knowledge of global standards (ex. ITIL).

PRIMARY RESPONSIBILITIES INCLUDE :

Strategy & Planning

• Partner with the SVP and business partners to implement the new organization including roles and responsibilities, competency models, metrics and objectives.
• Keep current with trends and issues in the IT industry and Material Handling Industry to identify and incorporate industry best practices, tools and technology.
• Architect the vision for a technology roadmap and leverage that roadmap to inform, execute and guide the strategic and tactical budget planning process.
• Ensure alignment between business strategies, customer contractual commitments and industry trends.
• Collaborate with other business areas and departments to ensure all solutions are aligned with the company's overall technology strategy and goals.
• Develop and implement company’s AI strategy for customer service and Technical Support related processes.

Design & Deploy

• Develop and maintain a Customer Experience Program across all FORTNA products, solutions and services.
• Direct the development of enterprise-wide infrastructure architecture standards and processes, including disaster recovery and business continuity plan for the Technical Support Center and customer installations.
• Drive major projects to completion within budget and committed timeframes.
• Design and build a customer performance monitoring and dashboard solutions (at site and inside FORTNA service operations).
• Design and build FORTNA’s reliability engineering program.
• Develop, track, and control the Customer Success annual operating, project and capital budgets.
• Negotiate and manage supply agreements with technology partners that are part of FORTNA’s products and solutions, as well as the tech stack required to support the Tech Support infrastructure and services.

Operate & Stabilize

• Lead and manage the day-to-day operations of FORTNA’s 7x24 / 365 Technical Support Center.
• Lead and manage all customer communications, contractual reviews, incident reports and Quarterly Business Reviews.
• Partner with our product and development, commercial, field support services and product support teams to create and deliver reliable and scalable services and improve the overall customer experience.
• Ensure maximum uptime and stability of FORTNA’s services, solutions, systems and networks.
• Maintain a working knowledge of FORTNA products and services to effectively address customer inquiries and promote upselling opportunities.
• Act as an advocate for the organization’s Customer Experience Program, interacting with executive and commercial stakeholders.

Leadership & Performance

• Manage and mentor team members, ensuring that they have the necessary skills, resources, and support to be successful in their roles.
• Drives the development, coaching, and training of team members by setting goals and objectives, implementing career paths to performance, and succession planning.

REQUIRED QUALIFICATIONS :

• Bachelor’s degree in Engineering, Computer Science, Engineering or related field.
• Minimum of ten years’ experience in operational leadership, including service desk technical support, engineering programs, analytics and software contract support, data centers and servers.
• Demonstrated success in building customer relationships, defining and executing improvement programs. Ability to lead the team to resolve complex customer complaints and inquiries in a timely and efficient manner.
• Global experience in leading teams.
• Experience managing large vendor relationships.
• Must have demonstrated the ability to resolve conflict, effectively problem solve, make appropriate decisions, communicate orally and in written form effectively.
• Ability to interact with and influence senior management by being a good listener, team builder and advocate of the business vision.
• Works with senior management to establish strategic direction, operating policies, and to aid in major project planning.
• Ability to perform essential functions of the job.
• Strong interpersonal, organizational, time management and problem-solving skills
• Job is based in Atlanta, GA, with the ability to travel domestically and globally.

PREFERRED QUALIFICATIONS :

Master’s degree in Information Technology, Engineering, Software, Operation Management or Business Administration.

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