Vice President of Enterprise Customer Support
1 week ago
The Vice President of Enterprise Support will be instrumental in overseeing and directing all facets of Dandelion Energy's HVAC support services for both Home Builder and Commercial clientele. Reporting directly to the COO, this role involves leading a dedicated team of support specialists and HVAC professionals, ensuring that our enterprise customers receive comprehensive training and assistance as they implement Dandelion heat pumps in their projects.
Primary Responsibilities:- Direct the enterprise support division, focusing on our key clients.
- Establish and nurture relationships with major enterprise customers, acting as their reliable advocate.
- Promote a customer-focused approach to guarantee prompt and effective issue resolution.
- Evaluate support metrics to uncover opportunities for enhancing service quality and operational efficiency.
- Formulate and oversee budgets and timelines, providing regular updates to senior leadership.
- Recruit and expand a team of in-person HVAC trainers.
- Attract skilled HVAC technicians who excel in training others.
- Create and implement a cost-effective training program for onboarding new commercial HVAC teams.
- Build and scale a team of Level II phone support HVAC technicians.
- Hire skilled HVAC technicians with strong communication abilities.
- Establish a top-tier technical support call center, focusing on performance metrics and a culture of excellence.
- Implement comprehensive incident management and escalation protocols.
- Work collaboratively with the engineering team to resolve complex issues and integrate feedback for product enhancements.
- Create training materials and resources to facilitate in-person training sessions.
- Produce written and video content for online access by our customers.
- Partner with our technology subcontractor to maintain and refresh Dandelion's support website with updated content.
- Establish a small team of warranty processing specialists.
- Develop criteria for the approval or denial of warranty claims.
- Experience with home builders or related sectors is preferred.
- A Bachelor's degree in a relevant field (e.g., computer science, engineering, business) is required.
- Over 10 years of experience leading enterprise HVAC support teams.
- Technical knowledge of heat pump products and technologies.
- Previous experience in a leadership role, including the development of strategic initiatives.
- Proven success in a rapidly growing organization.
- Exceptional communication skills.
- Strong analytical and problem-solving capabilities.
- Collaborative team player.
- Highly organized.
- Health, Dental, and Vision insurance.
- 401k retirement plan.
- Stock and equity options.
- Paid sick leave and vacation time (PTO).
Dandelion Energy is committed to fostering a diverse and inclusive workplace. We encourage qualified individuals from all backgrounds to consider this opportunity.
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