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Vice President, Customer Service

Company: Graceworks Lutheran Services
Location: Rocklin
Posted on: February 18, 2021

Job Description:

SMA America--is an Equal Opportunity Employer (M/F/D/V).
SMA America--is an E-Verify Employer.


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The Vice President, Customer Service is responsible for establishing SMA as best-in-industry service provider across all SMA chosen product and market segments in the Americas region. Core responsibilities include customer service business strategy development and leadership, profitable growth, customer loyalty 2nd to none, customer service innovation, talent acquisition, and workforce excellence. Duties include leading all customer facing service functions; customer care, call center (Service Line), field services, operations & maintenance, regional competency center / service engineering resources, and service enablement functions across the entire Americas region. The VP Customer Service enables a culture for cross-functional, cross-regional and competence-based collaboration which enables the teams to deliver against pre-defined requirements. Within the complex service environment, the VP drives the organization and other functions with a high customer centricity and stands in as customer interaction point on executive level for key clients.

  • Promotes and accountable for Safety FIRST - Safety ALWAYS
  • Leads all direct customer facing departments; Customer Care, Service Line, Field Service, Operations and Maintenance, and Regional Competency Center / Engineering, and Service Enablement Functions (training, partner management, key account management, etc.---), also by active management of KPI's.
  • Actively support corporate and global service strategy, implementing on regional level and plays key role in the ongoing developments thereof.
  • Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with high degree of collaboration and within a competence-based network.
  • Development, planning and implementation of a customer service excellence strategy - driving customer-oriented thinking, innovation, and relationships.
  • Builds service capabilities and processes that establish SMA as #1 in Customer Satisfaction and Loyalty, differentiated by customer segment and sub-region.
  • Working closely with SMA Sales to increase customer satisfaction in an end-to-end value chain and driving collaboration of respective teams.
  • Member of the SMA Americas Management Board to drive strategic development of the organization with other senior leaders in a collaborative approach.
  • Maintaining C-level customer relationships with key clients to drive long-term engagement and standing in for management of escalations.
  • Close collaboration with other functions (e.g. operations, finance, HR) within the region and forming platforms for collaboration of the respective teams.
  • Interfaces with SMA headquarters (Germany), especially product management, executive leadership team & Admin functions with a high degree of cooperation and value-based collaboration.
  • Annual budgeting, resource planning, and capital expenditure planning.
  • Other duties as may be required or assigned. Position Requirements:
    • A bachelor's degree in technical or business field with respective industry experience.
    • At least 3 years of experience in senior management role is required.
    • At least five years of experience in customer interaction role is required.
    • Experience across Americas region is preferred (North, Central, South America) Additional Information:
      • Solid knowledge of managing customer-interacting organizations is required.
      • Industry experience in e.g. services, construction, manufacturing, telecommunication, energy, IT
      • Excellent leadership and organizational development skills.
      • Explicit experiences in forming competence-based organizations and broad cross-functional networks which are working self-reliant.
      • Experiences in managing customer interfacing teams in complex environments or industries.
      • Exceptional customer relationship skills with experiences in interacting with executive levels.
      • Strong people development, coaching skills, trustful working and open minded.
      • Proficiency in the English language, both written and verbal, is required. German and/or Spanish language skills are a plus.
      • Experienced working in international settings & environment required, working abroad would be helpful.
      • Ability to maintain confidentiality in a variety of situations.
      • Ability to manage and prioritize multiple projects.
      • A valid driver's license and an acceptable driving record are required.
      • This position will require periodic domestic and international travel, up to 50%.

Keywords: Graceworks Lutheran Services, Rocklin , Vice President, Customer Service, Hospitality & Tourism , Rocklin, California

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