Director

• Develop and implement processes to drive efficiencies and create a scalable business unit to support a $250M+ service business
• Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support
• Using Best-In-class service models, develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs
• Collaborate with internal cross functional groups and regional sales teams throughout the EU to achieve World Class customer satisfaction and service levels
• Acts as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing his/her people
• Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.)
• Drive timely resolutions of field service issues and closure of Customer Care Accounts
• Proven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions
• Monitors staffing requirements, strategically plans where resources will be required in the future to maintain service excellence while balancing operational costs
• Possess a sense of urgency in addressing service issues, and takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics, even when a solution is not yet clear
• Proven ability to work across multiple divisions/departments and navigate across multiple competing priorities

Director, Field Service

Director Alliance Management

Regional Director