JOB SUMMARY:
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.
The Director Support Services leader must be hands-on and detail-oriented, but also a visionary to strategically commercialize the DEXIS service portfolio. This role will have direct influence and impact to the North America Commercial team. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant stakeholders. The individual must be a professional, who can deliver results and develop the talent within their group. The Director of Services must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.
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.
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 Orientated: 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
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
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. The “EEO is the Law” poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf
