VP of Customer Experience

ESSENTIAL PURPOSE OF THIS POSITION:

This position exists to provide consistent post-sale customer support and includes leadership and strategic direction to technical, customer service and quality resources in the organization. Responsibilities encompass areas that impact Superior Essex's customer interactions with regard to technical support, warranty and customer responsiveness, customer service and order fulfillment, standard BOM and associated costs, specifications and standards, and plant quality operations. This person will be a key member of the Senior Leadership Team for Superior Essex Communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead a multifunctional team responsible for Engineering Services, Product Engineering, Warranty and Customer Assurance, Customer Service / Inside Sales, and Plant Quality Operations.
• Set strategies for customer technical support operations, customer service, quality operations, and management of standard BOMs and specifications.
• Oversight of Superior Essex Customer Service / Inside Sales organization.
• Responsible for quality system execution, maintenance and registration.
• Responsible for team collaboration with finance on annual cost changes and frozen standards.
• Develop close working relationships with all business functions, including Sales, Product Management, Operations, and Product Development.
• Lead efforts to effectively respond to all facets of customer complaints in a timely manner.
• Manage engineering product analysis to determine Buy American compliance, including Build America, Buy America, along with executive oversight on all systems to ensure compliance.
• Effectively set budgets and manage capital and human resource requirements at the division and plant level.
• Participate in the executive oversight of the overall execution of the product development process.
• Responsible for change management processes (ECNs, ECRs, part numbers).
• Responsible for all Superior Essex extended warranty programs, along with any custom warranties provided.
• Executive oversight over all RMAs and claims processes.

SKILLS AND ABILITIES REQUIRED:

• Excellent written and oral communication and presentation skills.
• Ability to lead and mentor a multidisciplinary team in locations throughout the United States.
• Ability to effectively present information to top management, customers, and vendors.
• Must demonstrate strong problem-solving skills and analytical skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to effectively and efficiently manage and keep projects on-track.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree in Engineering or other Technical disciplines.
• 15 years of industry experience. Communications products experience preferred.
• Experience across a broad range of functions (e.g. operations, quality, engineering) and experience with customer interactions.

LICENSES OR CERTIFICATIONS:

• None required
• ASQC certifications in quality management or auditing are desirable.

COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS:

• Must have functional working knowledge of Microsoft Excel, PowerPoint, and Word.