VP of Customer Service

Teledyne Technologies Incorporated • Billerica, MA

11d • $218,100 - $290,800 • Onsite

About The Position

The VP of Customer Service will be directly responsible for more than $100M in direct revenue and responsible for manufacturing a critical component necessary for significant additional revenue. This leader will be responsible for leadership of a team of more than 180 people, revenue attainment and growth, and the quality and reliability improvement of new and current product offerings. They will coordinate extensively with internal Finance, Sales, Operations, Procurement, Programs, and other groups as well as with large government and OEM customers throughout the world.

Requirements

• College Diploma in technical or business discipline
• Experience managing muti-site Quality and/or Service organizations
• 10 years of experience in the Defense sector
• Applicants must be either a U.S. citizen, U.S. national, legal permanent resident, asylee, refugee or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.

Nice To Haves

• Extensive customer service organization management experience including world-wide coordination of company and third-party owned MRO facilities
• Demonstrated history of innovative revenue growth and entry into new markets.
• P&L responsibility including budgeting and forecasting of revenue and headcount
• Experience with measurement/repairing of EO/IR systems or IDCA manufacturing is preferred
• Experience working with government and defense agencies including localization, contracting and proposals
• Understanding of commercial contracts/agreements for product support desired
• Technical background highly desirable including management of technical and multi-site teams
• Experience using SAP, MS Excel, PowerBI and the SAP Service module is preferred.
• Management of large, multi-site teams and mentorship of first and second level managers
• Excellent oral and written communication skills
• Ability to represent the organization in difficult situations to senior customer and government leaders
• Knowledge of MIL-STD-810 and ISO 9001 standards and their application is desired
• Understanding of product reliability and sparing calculations as well as Statistical Process Control or 6 Sigma principles is desired
• Familiarity with GTC and ITAR requirements is preferrable

Responsibilities

• Ensuring a safe workplace, including improving safety procedures and culture
• Management of a staff consisting of: A Senior Director of Quality responsible for QMS health, certifications and product improvement across the division. 6 site Service center managers responsible for dedicated Service teams (3 US based) A Director of worldwide field service, training and technical publications A remote service center manager responsible for 40 partner service centers A Director of ERP/PLM systems and teams
• Increasing revenue and margin growth across the organization by developing new revenue sources and optimizing performance in current markets.
• Responsibility for all aspects of budgeting including head count, sales projections, inventory, rework, capital equipment and spending as well as forecasting future performance
• Continuing to grow and mature third parts service centers and partners worldwide
• Driving continuous improvement efforts using Lean principles and root cause analysis.
• Tracking, analysis, response and reporting critical information throughout the organization including reliability, failure modes, customer satisfaction and detailed financial metrics.
• RFP/RFQ proposal evaluation, development, and proposal response including but not limited to Quality and Reliability Plans, Integrated Logistics Support Plans (S&ILSPs), Contractor Logistic Support (CLS), Performance Based Logistics (PBL) plans.
• Consistent and cost-effective volume production and integration of Dewars and compressors for IR detectors.
• Approximately 8-10 trips worldwide per year to visit locations, major customers and trade shows.
• Ensuring successful certification audits to ISO9001 and AS9100 standards worldwide
• Understanding and implementing actions to meet ever-changing market certification requirements including airworthiness, REACH/RoHS and environmental sustainability.

Benefits

• Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions. Teledyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other characteristic or non-merit based factor made unlawful by federal, state, or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Associate degree