Director of Professional Services

Boulder Imaging Inc•Louisville, CO

47m

About The Position

The Director of Professional Services is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of Boulder Imaging’s diverse customer support programs. This role leads the strategic development of operational requirements and process and product capabilities to deliver key service outcomes in our global marketplace. The Professional Services leader is responsible for a team of diverse support personnel including system monitors, engineers, and managers. The role is responsible for the team’s process and performance culture, including efficiencies for the $6 million (and rapidly growing) business unit. The role is a problem solver. In this capacity, the Director provides critical leadership and acts as a project manager to implement creative solutions by collaborating with expanded resources and fellow Directors.

Requirements

The role utilizes a fundamental understanding of mechanical, electrical, and software engineering. A basic understanding of network engineering is also a plus.
Strong financial management to ensure business plans are developed, then manage business actuals monthly to stay on target for gross profit. Adjust revenue and/or cost accordingly to stay on track.
The candidate must pay strong attention to detail and be a strong communicator.
The job requires strong leadership skills combined with a willingness to be a team player.
The role is customer-facing. BI places strong emphasis on organizational, oral, and written communication skills to understand customer needs and develop them into project plans.
Bachelor of Science in Engineering or Computer Science is required; network engineering and electro-optics experience is a plus.
At least 10 years of experience, with at least 5 years of experience leading teams of FAEs supporting complex electro-optical systems in a customer-facing role.
Must have a sound understanding of the custom product development process, from proof of feasibility through development and transfer to manufacturing/installation.
The job requires occasional domestic and international travel. Must always maintain a valid passport and driver’s license.

Responsibilities

Build a customer-focused environment to ensure customer success and business growth.
Communicate effectively with customers to identify needs and evaluate alternative business solutions.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Direct and manage staff productivity on customer engagements including conformance to schedule, scope, and budget.
Lead and grow a team of application engineers to oversee successful completion of projects, customer support programs, and maintenance and service responsibilities in a bold, fast-moving, transparent, value-led organization.
Perform managerial tasks, such as setting schedules for team members, delegating tasks as necessary, and approving time sheets.
Perform training of new team members and provide ongoing guidance to existing team members.
Serve as a member of the Director Team. In this capacity, provide management with regular project updates, serve as a critical advisor, and be accountable as an implementation leader.
Work directly with the project management team to ensure success of project installations including critical coordination with operations, customers, and engineers.
Develop and implement effective policies, processes, methods, tools, etc. to drive team efficiency and performance.
Drive results in alignment with business objectives; leads/facilitates internal team and standup meetings as well as customer meetings in support of implementation and sales.
Lead the implementation of lean thinking and automation that elevates FAE staff efficiency and scale services.
Oversee and contribute to field application engineer (FAE) and other staff fulfilment of project management duties.
Drive business growth through coordination with the sales and marketing director(s).
Lead (in collaboration with the team) development of new customer services and solutions offerings to provide value added and business growth.
Coordinate with the Sales and Marketing Directors to support business development, pre-sales, and close new business.
Manage profit and loss for the business unit including accountability for services, financial goals and metrics, quoting, contract review, bookings, revenue recognition, gross margin, and utilization.
Develop strategic global plans to scale, build, and evolve product, training and service offerings. The responsibilities include value positioning, scope of services, collateral, and pricing.
Lead customer delivery of projects, implementation services, and training by overseeing resource management, project delivery and operational success metrics.
Establish and maintain a link with operations for inventory management and use of parts/systems to fulfill service and spare parts needs.
Develop, implement, and lead accountability for customer satisfaction and on-time schedule metrics.

Benefits

Medical and Dental Insurance plans through Cigna
FSA and HSA plans. Employer contribution to HSA
Vision plans through Sun Life VSP providers
401(k) plus fully vested match
Employer paid LTD, Life Insurance and AD&D, Travel Assistance
Employee Assistance Program
Voluntary Life Insurance and AD&D
Voluntary STD insurance with no EOI
Supplemental Coverages: Voluntary accident insurance, Voluntary Critical Illness, Voluntary Hospital Indemnity
Voluntary Legal and ID Theft