Job Details

Director, Support Services

The primary function of the Director, Support Services for DEXIS is to drive initiatives focused on operational excellence and growth within DEXIS commercial organization. This leader will help drive commercial revenue growth through leading strategic customer experience projects and launching new offerings. Reporting into this position will be our customer regional operations managers along with our technical and clinical support teams. He/She will collaborate with all facets of the commercial team to review performance and quality metrics to identify and drive continuous process improvement through the use of the Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, team oriented and results driven.

Primary Duties & Responsibilities:

• Manage projects intended to deliver continuous improvement to drive operational excellence.
• Manage and prioritize training courses to strengthen our service partners.
• Develop new strategies and programs to drive commercialization of DEXIS Service revenue.
• Provide leadership and direction for Field Operation leaders.
• Coach leaders that are responsible for day-to-day support operations within the commercial team.
• Proactively track, manage, and escalate critical customer issues to resolution.
• Ensure support quality and customer satisfaction by monitoring a relevant sampling of customer interactions.
• Collect internal and external VOC to identify areas of improvement.
• Track and provide Executive and Commercial Leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance.
• Implement department policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability.
• Ensure moderate to expert product knowledge exists within the CX department.
• Ensure FDA requirements are met within functional area.
• Maintain expert process knowledge of direct service-related functions and neighboring business processes.
• Up to 25% travel, including regular travel to remote team locations.
• Handle other duties and projects as assigned.

Job Requirements:

• 4-year college degree.
• 5+ years of previous leadership experience.
• 5+ years of experience in Sales and/or Service with customer-focused performance metrics and continuous improvement management, resource management, and staff performance evaluations.
• Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
• Experience with revenue generation and performance metrics.
• Ability to learn and apply new skills quickly.
• Ability to adapt to a rapidly changing environment, and to work under pressure.

Preferred Qualifications:

• MBA
• EBS Certified Practitioner in PSP, VSM, VMDM, or TPI
• Experienced in project management
• Field service dispatching management
• Ability to diffuse difficult situations as well as develop plans and track associated issues to completion
• Demonstrated process development and implementation experience.
• Proven experience of learning and applying new skills quickly
• Ability to positively adapt to rapidly growing and changing environment, while working under pressure.
• Excellent written and verbal communication skills
• Demonstrated history of excelling in previous positions, with growing leadership and management responsibilities
• Business and political acumen

Internal Relationships:

• Reports to the Vice President of Commercial, NA
• Frequently interacts with all functional departments

External Relationships:

• Frequently interacts with end customers, commercial team and partner dealers

Personal Trait Profile:

• Leadership: Able to inform, convince, and persuade others to action on key initiatives
• Team/Customer Oriented: Willing and able to work closely with other departments, peers, etc.
• Interpersonal Savvy: Builds constructive and effective relationships inside and outside the organization.
• Flexible/Creative: Able and willing to think outside of the box and demonstrate flexibility within the role.
• Results-orientation: Ability to deliver results and have a desire to win.
• Professional Work and Detail Orientation: Excellent attention to detail, and all work must be at a high level of professionalism.
• Communication: Effectively communicate in both written and verbal forms
• Positive Attitude: Does what it takes to successfully accomplish goals
• Soft Skills: Ability to engage customers verbally in a professional manner

Target Market Salary Range: $146,100 - $219,100

Operating Company: DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.