Job Description: Vice President Technical Services

 

Responsibilities:

1. Develop and implement the company's technical services strategy, aligning it with the overall business objectives and customer needs.

2. Lead and oversee the technical services team, providing guidance, mentoring, and performance feedback to ensure high-quality service delivery.

3. Establish and maintain strong relationships with key customers, understanding their technical requirements and providing solutions to meet their needs.

4. Collaborate with cross-functional teams, including R&D, engineering, and sales, to ensure seamless integration of technical services with product development and customer support.

5. Develop and implement best practices and standard operating procedures for technical services operations, ensuring efficiency, quality, and customer satisfaction.

6. Conduct regular technical training programs for internal teams and external stakeholders to enhance their product knowledge and technical expertise.

7. Stay updated on industry trends, emerging technologies, and customer needs, and provide recommendations for product enhancements and service offerings.

8. Monitor and analyze customer feedback, identifying areas for improvement and driving continuous improvement initiatives to enhance technical service delivery.

9. Ensure compliance with relevant industry standards, regulations, and quality management systems in the delivery of technical services.

10. Collaborate with sales and marketing teams to provide technical support and expertise during pre-sales activities, customer demos, and trade shows.

 

Experience Required:

1. Proven experience in a senior leadership role in technical services, such as Vice President Technical Services, Director of Technical Services, or similar.

2. Strong technical background in the industry or relevant field, with in-depth knowledge of products, systems, and solutions.

3. Demonstrated success in leading and managing technical services teams, driving service excellence and customer satisfaction.

4. Experience in developing and implementing technical services strategies aligned with business objectives.

5. Strong understanding of customer needs and ability to translate them into technical solutions and services.

6. Excellent interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and build relationships with key customers.

7. Experience in developing and delivering technical training programs to internal and external stakeholders.

8. Familiarity with relevant industry standards, regulations, and quality management systems.

9. Proven track record in driving continuous improvement initiatives and enhancing technical service delivery.

10. Bachelor's or Master's degree in a technical field, such as engineering, computer science, or related disciplines.

 

Key Result Areas (KRAs):

1. Technical Service Strategy: Develop and implement the company's technical services strategy to align with business objectives and customer needs.

2. Customer Relationship Management: Build and maintain strong relationships with key customers, understanding their technical requirements and providing effective solutions.

3. Service Quality and Efficiency: Ensure high-quality and efficient delivery of technical services by establishing best practices and standard operating procedures.

4. Technical Training and Knowledge Transfer: Conduct technical training programs for internal teams and external stakeholders to enhance product knowledge and technical expertise.

5. Continuous Improvement: Drive continuous improvement initiatives to enhance technical service delivery based on customer feedback and industry best practices.

6. Collaboration and Integration: Collaborate with cross-functional teams, including R&D, engineering, and sales, to integrate technical services with product development and customer support.

7. Compliance and Quality Management: Ensure compliance with relevant industry standards, regulations, and quality management systems in the delivery of technical services.

8. Pre-sales Support: Provide technical support and expertise during pre-sales activities, customer demos, and trade shows to support sales and marketing efforts.

9. Team Leadership and Development: Lead and develop the technical services team, providing guidance, mentoring, and performance feedback.

10. Industry Knowledge and Innovation: Stay updated on industry trends, emerging technologies, and customer needs, and provide recommendations for product enhancements and service offerings.

 

Key Performance Indicators (KPIs):

1. Customer Satisfaction: Measure customer satisfaction with technical services through surveys, feedback, and customer testimonials.

2. Service Response Time: Monitor and improve the average response time for technical service requests.

3. Service Quality Metrics: Track and enhance service quality metrics, such as first-time resolution rate, customer complaint resolution time, and service uptime.

4. Customer Retention: Monitor customer retention rates and develop strategies to ensure long-term customer loyalty.

5. Training Effectiveness: Evaluate the effectiveness of technical training programs through assessments and feedback from participants.

6. Continuous Improvement Initiatives: Measure the impact of continuous improvement initiatives on service quality, efficiency, and customer satisfaction.

7. Collaboration and Integration: Assess the level of collaboration and integration between technical services and other departments, such as R&D and sales.

8. Compliance and Quality Management Adherence: Ensure adherence to relevant industry standards, regulations, and quality management systems.

9. Pre-sales Support Effectiveness: Evaluate the effectiveness of technical support provided during pre-sales activities, customer demos, and trade shows.

10. Team Performance and Development: Assess the performance and development of the technical services team, including productivity, customer satisfaction, and individual growth.

Please note that the specific experience requirements, KRAs, and KPIs may vary depending on the organization's goals