Vice President of Enterprise Client Services

2 weeks ago


Marlborough, Massachusetts, United States Dandelion Energy Full time
Job Overview

The Vice President of Enterprise Support is pivotal in overseeing and directing all facets of Dandelion Energy's HVAC support services tailored for our Home Builder and Commercial clientele. Reporting directly to the COO, you will manage a dedicated team of support specialists and HVAC professionals, ensuring they are equipped to assist our enterprise customers in the installation of Dandelion heat pumps within their projects.

Key Responsibilities:
  • Leadership of Enterprise Support: Cultivate relationships with key enterprise clients, acting as their trusted advisor.
  • Customer-Centric Approach: Foster a culture focused on timely and effective issue resolution.
  • Data Analysis: Examine support metrics to uncover opportunities for enhancing service delivery and operational efficiency.
  • Budget Management: Develop and oversee budgets and timelines, providing regular updates to senior leadership.
  • Team Development: Recruit and expand a team of in-person HVAC trainers.
  • Training Program Creation: Establish a cost-effective training initiative to onboard new commercial HVAC teams.
  • Phone Support Team Expansion: Hire skilled HVAC technicians proficient in communication.
  • Tech Support Center Development: Create a high-performance tech support call center with defined metrics and software.
  • Incident Management: Implement effective incident management and escalation protocols.
  • Collaboration with Engineering: Work closely with the engineering team to resolve complex cases and integrate feedback for product enhancements.
  • Training and Support Content Creation: Design training materials and resources for installers.
  • Online Content Development: Produce written and video resources for customer access.
  • Website Maintenance: Collaborate with technology partners to keep Dandelion's support website updated with new information.
  • Warranty Management: Assemble a small team for warranty processing.
  • Standards Development: Establish criteria for the approval or denial of warranty claims.
Qualifications:
  • 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.
  • Proven track record in departmental leadership, including strategic planning.
  • Success in a rapidly growing organization.
Competencies:
  • Exceptional communication skills.
  • Strong analytical and problem-solving capabilities.
  • Team-oriented mindset.
  • Highly organized.
Benefits:
  • Comprehensive Health/Dental/Vision insurance.
  • 401k retirement plan.
  • Stock/Equity options.
  • Paid Sick and Vacation time (PTO).
Compensation: $175,000 - $200,000

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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