VP of Technical Service
Located in Green Bay, WI
VP of Technical Service
Type: Full-time, Professional
Location: Green Bay area
Summary: VP of Technical Service
Responsible for overseeing the technical support and/or field service functions in a sub-part of the overall organization. Technical support responsibilities include overseeing the diagnosis, troubleshooting or debugging of equipment, systems, or software. Provides direction to employees across multiple disciplines in various areas, groups, and/or operations and provide exceptional support to customers.
Aligns the group's goals and objectives with corporate policies and goals and business objectives in a way
that maximizes the overall customer experience. Establish common, customer focused metrics that align with
exceeding goals and increasing achievement results.
Recognized as an influential leader, assists executives in defining organizational goals and strategic plans.
Consistently works with abstract ideas or situations across functional areas of the business. Through
assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and
direction for major functional areas.
Activities are global or of significant regional scope and contain complex (i.e. setting new industry standards;
changing industry standards; developing groundbreaking innovative technology) or conflicting legal
requirements or cultures.
Manage the post-sales service to customers consistent with company service level agreements and
department quality service objectives.
Serve as 7x24x365 emergency escalation contact for customers and technical support engineers.
Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives.
Ensure cases are managed, tracked, escalated, and resolved appropriately.
Successfully execute continuous improvement and change initiatives.
Develop and lead initiatives to improve operating processes across department; including establishing best
practices that will provide a competitive advantage.
Ensure resources receive adequate training to support customers.
Coordination with technical and design support to ensure product issues are resolved in a timely manner.
Provide support during meetings with customers concerning opened cases with the support team.
Provide support with service and engineering on urgent issues and provide updates.
Management of travel and vacation schedule to ensure correct amount of staffing is available at all times to
support the deployment base.
Management of queue shifts to ensure adequate coverage.
Management of on-call schedule and submission for on-call compensation.
Provide support of defect meetings with design to determine what issues are necessary for the next release.
Interface with design team to work sustaining issues and make sure issues are correctly prioritized and
Responsible for ISO guidelines being observed by the team for the creation of field bulletins, ticket updates,
and training records.
Develops and establishes operational policies and strategies at the Corporate or Business Level.
Has accountability and budget responsibility for company’s mission-critical support infrastructure.
Directly manages development costs, cost of capital and cost allocations for programs directly tied to
- Bachelor's Degree or equivalent combination of education and experience.
- 10-15 years of Field Service and Logistics leadership experience required.
- Work experience that provides knowledge and exposure to fundamental theories, principles and
concepts to develop the processes and personnel of the organization.
- Possesses a practical understanding of business operations, the activities managed, and the tools and
techniques utilized to successfully grow the Service operation.
- People management understanding to keep the team on task and hold them accountable.
To Apply: Call Express Employment Professionals of Green Bay at 920-940-6006, Ask for Kathleen.
Express Office: Green Bay
2740 South Oneida Street
Green Bay, WI 54304