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Director of Product Support and External Operations

4 months ago

Denver, United States Viably, LLC Full time
Job DescriptionJob Description

Join a Growing Team of Innovators and Explorers

At Viably, you’ll work alongside people passionate about uncovering and supporting North America’s most forward-thinking industrial waste and recycling solutions.

We’re called Viably because that’s how we think. About everything. We’re driven to empower clients with new capabilities to evolve business and protect our planet.

What You Will Be Doing

The Director of Product Support is a customer-focused problem solver and team leader that has significant influence on the profitability, financial health, and gross margin performance of the organization through external operations involving service, parts, and warranty activities. They are an intelligent, independent, organized, and self-driven individual who can communicate effectively, and build and manage a team. They can communicate with empathy and concern both internally and externally. They educate team members and customers on best practices and technologies to help them achieve success. They are always striving to maintain the highest level of customer uptime. This role owns P&L responsibility for service, parts and warranty activities and requires an intimate understanding of KPI’s, metrics and drivers of a profitable service and parts business.

The Director of Product Support has direct reports including the Technical Support Manager, Service and Warranty Coordinator, Technical Trainer and members of our Inside Parts Sales and Field Service teams. Building a strong team and effectively delegating will be critical to the success of this role as the organization grows in the future. The Director of Product Support will have a direct impact on how the organization shows up when we respond to critical customer down situations, and how we communicate both written and verbally with team members and customers.

The Director of Product Support will work closely with our regional market Directors in the West and Northeast and team members not in these regions to support all Viably field operations, dealers and customers. They will work closely with all Viably OEM’s to ensure we have personnel, tools and resources to drive product support efforts in North America.

The Director of Product Support efficiently utilizes software tools, including Acumatica ERP, Salesforce CRM and Microsoft Office products, among others. The Director of Product Support role requires strong computer skills, customer service skills, and attention to detail. They can manage shifting priorities and have the ability to provide detailed and concise communication to both the customer and internal teams.

Key Responsibilities Look Like:

  • Budget – build, manage and drive the annual departmental budget for service, parts and warranty with the support from leadership that supports the overall goals of the business. This budget will focus on both the overall Viably business but also be in conjunction with support for our West and Northeast region budgets
  • OEM relationship management – maintain and manage partnerships with all our OEM’s while holding them accountable for product support in the areas of service, parts, warranty and technical support, while ensuring we are leveraging all tools and resources to support our customer base.
  • Customer Assistance - responding to customer inquiries, issues, and complaints through various channels such as phone, email, text, or in-person interaction.
  • Customer Advocacy - acting as a liaison between customers and internal teams, such as engineering, service, parts sales, finance and accounting. Relay customer feedback, suggestions, or requests to the appropriate teams, advocating for customers’ needs.
  • Training – collaborate with the Director of Events and Training and Technical Trainer to develop and maintain a robust annual training program for dealers, customers and team members
  • Field Service Profitability and Growth – manage a profitable field service team, grow opportunities with customers for reoccurring PM work, machine rebuilds and overalls
  • Rental and Demo Fleet – work with the Service and Warranty Coordinator to manage Viably’s fleet of whole goods inventory used for rental, demonstration and ultimately available for sale
  • Warranty – work with the Service and Warranty Coordinator to manage all OEM warranty activity with dealers and customers and striving to recover maximum warranty dollars for the organization

Critical Skills and Experience You’ll Need:

  • General knowledge of field service work with industrial machinery. Preferred, direct experience in the recycling, agricultural, or heavy machinery industry.
  • Excellent communication skills in English, with the ability to confidently convey information to technically trained and non-technical customers. Spanish speaking is a plus.
  • Energetic, initiative-taking, and organized team player able to quickly form professional relationships.
  • Initiative-taking, self-directed, and self-managed with excellent organizational and time management skills to perform productively with minimal supervision.
  • Proficient with MS Office (Outlook, Excel, Word), iOS mobile devices, and other productivity software applications.

Physical Demand & Competencies:

  • Standing, walking, talking, sitting, and use of hands.
  • This job mostly involves sitting or standing, but there may be occasional tasks that involve lifting or moving objects weighing up to 50 pounds.
  • Quarterly travel within North America for Komptech sub-dealer, customer and team member interaction
  • Minimum once annual travel internationally to visit European OEM’s
  • Estimate six to ten travel weeks annually

Benefits (we’ve got your back):

  • 401K retirement savings plan with company matching
  • Paid holidays
  • Health insurance coverage that includes medical, vision, and dental
  • Short and long-term disability coverage
  • Life insurance
  • Generous paid time off (16 PTO days in year one)
  • Paid continuing career education and advancement opportunities
  • Health and wellness program
  • Flexible Spending Accounts (FSA) and Health Spending Accounts (HSA) options


Viably, LLC is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation (including transgender status), pregnancy and related medical conditions, gender identity, national origin, creed, marital status, family status, ancestry, age, disability, genetic information, veteran status, or any other applicant characteristics protected by applicable law. Qualified individuals with a disability who require an accommodation to perform the essential functions of the job or to participate in the job application or interview process should contact Rochelle Taylor, rtaylor@thinkviably.com.