VP of Service

Company: Express Employment
Location: White City
Posted on: November 15, 2024

Job Description:

Top Job

Located in White City, OR

Salary: Competitive comp & benefits!

We are seeking an experienced VP of Service to lead and innovate our global service operations in the pharmaceutical instrumentation sector. This is a great opportunity for the stability of working for a long standing and growing essential business, located in the beautiful Rogue Valley.

The ideal candidate will have a strong background in technical support management and field service operations, with a focus on customer service excellence and regulatory compliance. A proven track record in improving operational efficiency, managing P&L, and driving service delivery improvements is essential. Expertise in analytical instruments, laboratory automation, and biotech equipment is highly desired. Candidates should possess advanced degrees in life sciences or engineering, with additional certifications such as Six Sigma or PMP being advantageous. Candidates will bring relevant experience and an excellent track record of leadership, an outstanding work ethic, be self-motivated and have a 'can do/get it done' teamwork and positive attitude. Must have an outstanding work ethic, be self-motivated and have a 'can do, get it done' teamwork/positive attitude! Competitive wages and benefits! Great team! Great culture and benefits!

Who We Are!
Founded in 1982, Lighthouse Worldwide Solutions is the world's leading supplier of real time contamination monitoring systems and airborne particle counters. Lighthouse offers the most complete line of contamination monitoring solutions available that include Airborne Particle Counters, Microbial Samplers and Liquid Particle Counters, as well as Temperature / Humidity sensors. Recently added production of air purification products, manufacturing of personal protective equipment. These solutions are now found in semiconductor, pharmaceutical, data storage, biotechnology, aerospace and defense industry plants worldwide.

What You Get to Do!
The VP of Service is responsible for handling customer service and support. Your responsibility is to manage and oversee the day-to-day operation of a company's customers service experience, while working with other senior leadership to identify short and long-term goals. You are also expected to improve satisfaction, respond to issues, and cultivate relationships for an effective workflow. The VP of Service manages the company's Service process as well as managing and overseeing a small group of subordinate managers, including strategic planning, ensuring the company meets goals and managing profit and loss. A successful VP of Service is in alignment with the Company's goals and 'larger picture' and implements initiatives that help achieve long-term goals.
- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
- Establishes performance metrics for customer service representatives.
- Establishes service levels and requirements for the department.
- Develops and implements methods to record, assess, and analyze customer feedback.
- Develops and implements training and quality assurance programs for new hires and experienced employees.
- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
- Acts as a liaison between the customer service department and other divisions in the company.
- Drafts and implements the department's budget.
- Performs other related duties as assigned.
- The above listing represents the general duties considered essential functions of the job and is not to be considered a detailed description of all the work requirements that may be inherent in the position.
- If ever working remote or hybrid model (from home, or offsite location), must be able to travel to LWS office when requested if any company needs arise.
- Good communication skills.
- Get along with others.
- Directly supervises top management personnel.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What You Will Bring
- Bachelor's degree required.
- At least five years of related experience required, with prior management experience highly preferred.
- Excellent track record of leadership
- Superior project management skills
- Resourceful and analytical with exceptional communication skills (both verbal and written)
- Excellent attention to detail and accuracy
- Understanding of all facets of business
- Outstanding public speaking and interpersonal skills
- Knowledge of IT/business infrastructure
- Understanding of analytics and performance metrics
- Excellent interpersonal and customer service skills
- High level of proficiency with personal computers. Experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Windows, Microsoft Access, and Internet usage
- Excellent organizational skills and attention to detail
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
- Ability to write reports and business correspondence.
- Ability to clearly communicate both verbally and in written form with customers, vendors and co-workers.
- Ability to proofread and review documents for technical accuracy and conceptual clarity.
- Ability to travel to other US and International locations and/or customer locations.

To Apply: For confidential consideration, please submit resume to karen.turner@expresspros.com

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Express Office: Bend

296 Southwest Columbia Street

Suite B

Bend, OR 97702

Keywords: Express Employment, Medford , VP of Service, Executive , White City, Oregon