Director, Support Services- DEXIS (Remote-AZ/GA/IL/PA/TX)

Job DescriptionJob SummaryThe primary function of the Director, Support Services for DEXIS is to drive initiatives focused on operational excellence and growth within the DEXIS commercial organization. This leader will help drive commercial revenue growth through leading strategic customer experience projects and launching new offerings. Reporting into this position will be the customer regional operations managers along with the technical and clinical support teams. He or she will collaborate with all facets of the commercial team to review performance and quality metrics to identify and drive continuous process improvement using the Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, be customer-focused, team-oriented and results-driven.Primary Duties & ResponsibilitiesManage projects intended to deliver continuous improvement to drive operational excellence.Manage and prioritize training courses to strengthen our service partners.Develop new strategies and programs to drive commercialization of DEXIS Service revenue.Provide leadership and direction for Field Operation leaders.Coach leaders that are responsible for day-to-day support operations within the commercial team.Proactively track, manage, and escape critical customer issues to resolution.Ensure support quality and customer satisfaction by monitoring a relevant sampling of customer interactions.Collect internal and external VOC to identify areas of improvement.Track and provide Executive and Commercial Leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance.Implement department policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability.Ensure moderate to expert product knowledge exists within the CX department.Ensure FDA requirements are met within the functional area.Maintain expert process knowledge of direct service-related functions and neighboring business processes.Up to 25% travel, including regular travel to remote team locations.Handle other duties and projects as assigned.Job RequirementsThe Director Support Services leader must be hands-on and detail-oriented, but also a visionary to strategically commercialize the DEXIS service portfolio. This role will have direct influence and impact on the North America Commercial team. Consistency in applying policies and procedures is critical. This role is very customer-focused providing accurate information to all relevant stakeholders. The individual must be a professional who can deliver results and develop the talent within their group. The Director of Services must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.Requirements4-year college degree.5+ years of previous leadership experience.5+ years of experience in Sales and/or Service with customer-focused performance metrics and continuous improvement management, resource management, and staff performance evaluations.Intermediate proficiency with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).Experience with revenue generation and performance metrics.Ability to learn and apply new skills quickly.Ability to adapt to a rapidly changing environment, and to work under pressure.Preferred QualificationsMBAEBS Certified Practitioner in PSP, VSM, VMDM, or TPIExperienced in project managementField service dispatching managementAbility to diffuse difficult situations as well as develop plans and track associated issues to completionDemonstrated process development and implementation experience.Proven experience of learning and applying new skills quicklyAbility to positively adapt to rapidly growing and changing environment, while working under pressure.Excellent written and verbal communication skillsDemonstrated history of excelling in previous positions, with growing leadership and management responsibilitiesBusiness and political acumenInternal RelationshipsReports to the Vice President of Commercial, NAFrequently interacts with all functional departmentsExternal RelationshipsFrequently interacts with end customers, commercial team and partner dealersPersonal Trait ProfileLeadershipAble to inform, convince, and persuade others to action on key initiatives.Team/Customer OrientatedWilling and able to work closely with other departments, peers, etc.Interpersonal SavvyBuilds constructive and effective relationships inside and outside the organization.Flexible/CreativeAble and willing to think outside the box and demonstrate flexibility within the role.Results-orientationAbility to deliver results and have a desire to win.Professional Work and Detail OrientationExcellent attention to detail, and all work must be at a high level of professionalism.CommunicationEffectively communicate in both written and verbal forms.Positive AttitudeDoes what it takes to successfully accomplish goals.Soft SkillsAbility to engage customers verbally in a professional manner.Target Market Salary RangeThe disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.$146,100 - $219,100Operating CompanyDEXISEqual Employment OpportunityEnvista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: