VP of Service

Express Employment Professionals - White City, OR

Full-time - Senior

White City, OR

Administrative and Support Services

About the position

The VP of Service will lead and innovate global service operations in the pharmaceutical instrumentation sector, focusing on customer service excellence and regulatory compliance. This role is crucial for improving operational efficiency, managing P&L, and driving service delivery improvements within the company. The ideal candidate will possess a strong technical support management background and a proven track record in leadership and operational success.

Responsibilities

• Manage and oversee the day-to-day operation of the company's customer service experience.
• Work with senior leadership to identify short and long-term goals.
• Improve customer satisfaction and respond to issues effectively.
• Cultivate relationships for an effective workflow.
• Manage the company's service process and oversee subordinate managers.
• Draft, implement, and execute policies and procedures for quality customer service.
• Establish performance metrics for customer service representatives.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Create training and quality assurance programs for new hires and experienced employees.
• Identify and recommend updates to technology, equipment, and policies to improve customer service and retention.
• Act as a liaison between the customer service department and other divisions.
• Draft and implement the department's budget.
• Perform other related duties as assigned.

Requirements

• 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, including Microsoft Office applications.
• 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.

Nice-to-haves

• Advanced degrees in life sciences or engineering.
• Certifications such as Six Sigma or PMP.

Benefits

• Competitive wages
• Great team
• Great culture and benefits