VP, Customer Experience

As ANGI evolves and grows in an exciting alternative fuels market environment, this hybrid position has responsibility for delivering both a superior customer experience to ANGI’s customers, and financial performance and improvements for the company, while also repositioning the ANGI customer service organization and strategy. The role includes responsibility of ANGI’s call center, field support, commissioning, in-house test area, managed maintenance, and parts sales, among others. As ANGI grows into both new geographies (e.g. Europe) and business areas (e.g. hydrogen) and scales as a business, this position will play a critical role through leadership of the evolution of the customer experience department to help ANGI and our customers succeed on the journey. The ability to drive continuous improvement to raise the level of customer satisfaction, achieve stretch financial objectives, and execute on growth strategies to support ANGI’s growth will be critical to success.WHAT YOU WILL DOBuild, develop and lead an engaged world-class team with succession and capacity to export into other ANGI, Gilbarco and Vontier roles.Inspire customer success by creating and driving the customer experience strategy for the evolution into new geographies and products, such as European entry for CNG refueling equipment, and the introduction of hydrogen refueling equipment.  Create the organizational design and identify gaps and plans to fill, channel partner selection, in-market service strategies, and impact to optimal organization/team structure, etc.Establish short term and long-range objectives, plans and policies to ensure ANGI’s customers are cared for in a manner that maintains and grows ANGI’s competitive advantage in the marketplace.Drive customer experience outcomes, including but not limited to:Parts & service revenue growth and profitabilityIncrease the number of channel partners or internal infrastructure set up for expansion into new geographies or product/business areasWarranty and trailing cost reductionsEnhance the customer experience by decreasing the number and age of open customer ticketsEffectively manage customer requests and field issues, appropriately balancing providing industry-leading support for our customers while also driving continuous improvement and ensuring the company delivers on its financial commitments.  Evaluate and identify opportunities to improve our quality of service while also reducing the cost of service delivery.Ensure effective field coverage to best support our customers, through direct field service presence as well as ongoing optimization of the channel/ASC service network.  Manage third party service providers.Grow and manage a revenue-generating service business with increasing profitability, including training, parts sales, managed maintenance, field service work, and commissioning services.Participate in new product development projects to execute service plans for new product launches.Manage the warranty process to effectively service our customers, minimize costs, maximize vendor recoveries, and leverage the knowledge gained through warranty cross-functionally within ANGI and with our suppliers to drive quality improvements.10+ years of customer service and field service experience with growing responsibilities, and with team-management and strategic direction setting experience.Have knowledge of Database software; Design software; Internet software; Inventory software; Manufacturing software; Order Processing systems; and Word Processing software.Located or willing to relocate near Janesville, WI and willing to travel up to 25%What’s in it For YouVontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off, sick leave, paid holidays.The base compensation range for this position is $180K to $210K per year. Your base salary will be determined based on factors including relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.  The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law. WHO IS ANGIANGI Energy Systems LLC (‘ANGI’), a Vontier company, is a U.S. based manufacturer of quality engineered gas compression equipment and a leading supplier of compressed natural gas (CNG) and renewable natural gas (RNG) equipment and systems. ANGI has a longstanding reputation as a leader and innovator in both the compression and natural gas vehicle (NGV) refueling industries and has over 40 years of experience providing worldwide clients with high quality products and services. In 2022 ANGI launched its expanded alternative energy platform offering, to include hydrogen refueling station (HRS) solutions as it harnesses its unique position as a multi-energy systems supplier ready to support global clients in their decarbonization programs. ANGI sits within Vontier’s Alternative Energy and Sustainable Fleets Platform, which is focused on providing innovative and sustainable solutions for optimizing and decarbonizing the fleet industry. Sister companies include Gasboy, Teletrac Navman, Driivz and Sparkion. For more information on ANGI’s alternative energy solutions, visit angienergy.com.#LI-SH3#LI-HybridWHO IS VONTIERVontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at ."Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."Job SummaryJob number: ANG000368Date posted : 2024-11-12Profession: OtherEmployment type: Regular