Global VP of Customer Support & Experience

Somero Enterprises, Inc.; Fort Myers (FL); On-site; USD 180,000 - 260,000; Full time

Job summary

Somero Enterprises® seeks a strategic Vice President of Global Customer Support to lead the worldwide customer service organization, define the global support strategy, and drive retention, service revenue, and performance metrics. The role requires extensive travel and close collaboration with call center, parts, and training centers.

Based in Fort Myers, FL or another U.S. location, the executive will develop a high-performing global team, set objectives, manage budgets, and align

Qualifications

• Bachelor’s degree in business administration, operations, engineering or related field required.
• 10+ years of progressive customer support leadership, including 5+ years leading global teams.
• Experience leading customer support or aftermarket service in manufacturing or industrial equipment.

Responsibilities

• Own a global customer-support operating model with workforce planning, service-level standards, technology and global execution.
• Mentor, train and evaluate employees to sustain high customer service standards.
• Foster a customer-centric culture ensuring products meet or exceed customer expectations.
• Manage multiple direct reports from around the world and oversee the global CS budget.
• Lead initiatives to improve service, drive revenue and ensure market growth.

Skills

Leadership

Strategic thinking

Customer focus

Executive presence

Education

Bachelor's degree in business/engineering

Advanced degree preferred

Job description

Somero Enterprises® seeks a strategic Vice President of Global Customer Support to lead the worldwide customer service organization, define the global support strategy, and drive retention, service revenue, and performance metrics. The role requires extensive travel and close collaboration with call center, parts, and training centers.

Based in Fort Myers, FL or another U.S. location, the executive will develop a high-performing global team, set objectives, manage budgets, and align