VP, Customer Service

3 months ago

Greenville, United States Proterra Inc Full time

** VP, Customer Service**

**Job Category****:** Service **Requisition Number****:** VPCUS002003 Showing 1 location **Job Details**

**Description**

**Position Overview**

This position will provide comprehensive product service support to Proterras transit customers through the daily direction of Proterras field service, warranty, customer service engineering, and training teams. You will be a key member of the Proterra Transit leadership team. You will work cross-departmentally within the team to support the business aspects of service including the daily measurement, management, and reporting of key performance indicators. This position will be responsible for driving growth and capability within the group with the goal of providing industry leading customer service and satisfaction to our customers.

**Essential Job Functions/Responsibilities**

* Lead a diverse team of 60+ individuals to excel in their individual responsibilities.

* Develop strategies, objectives, and tactical plans that align with organizational goals focusing on customer satisfaction and growth.

* Manage remote field service team across North America to complete work to customers satisfaction on time and within budget.

* Work cross-departmentally to problem solve and drive positive, lasting change.

* Develop a strong understanding of Proterras warranty program and track and report key statistics.

* Maintain best in class product training materials and delivery for both classroom and virtual settings.

* Communicate with customers regularly and responsively to nurture long-term relationships.

* Oversee full resource planning for the department including budget oversight and personnel.

* Expected to travel up to 50% of the time for customer and vendor meetings and trade association meetings at the national and state level.

**About Our Group:**

* As strategic partners, the Service team strives to ensure that our values, culture and engagement always allow us do great things for our company.

* We strive to provide the highest-level service and support to our clients each and every day.

* We work collaboratively to build strong relationships with our clients, partners, and own team.

* We treat each other with respectand always try to have a little fun every day

* You will report to the **President of Proterra Transit** and collaborate with other Service team and leadership members located throughout North America.

**About You:**

* Excellent communicator capable of leading a team.

* Self-starter with the ability to adapt interpersonal styles and techniques to influence at all levels of the organization.

* Customer-focused attitude, with high level of professionalism and discretion and intense focus on exceeding customer expectations.

* Detail-oriented, resourceful and diligent.

* Strong time management and organizational skills; operates independently with limited supervision.

* Sound judgment and problem-solving skills.

* Good technical acumen, able to understand how things work

* Like to have fun while working hard

* Excellent English communication skills.

* Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.

**Your Experience Includes:**

* Bachelors Degree in Business, Engineering, (or other related fields) or equivalent experience.

* Minimum of 10 years experience in fields such as maintenance, customer service and/or aftermarket sales.

* Experience interfacing with customers, negotiations with suppliers and obtaining best costs.

* Knowledge of financial and accounting practices and reporting, inventory management and creation.

* Knowledge of data analytics and KPI reporting.

* Experience with reviewing and editing supplier agreements.

* Strong proficiency in Microsoft Office applications.

**You might also have:**

* Oracle ERP is a plus.

* Public transit experience is a plus.

**Location:** Greenville, SC

**Travel:** 0 - 50% (travel to visit customers, vendors, etc. is required)

*Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify).*

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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