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VP, Technical Customer Service (St. Louis)

Date: May 3, 2022

Location: St. Louis, MO, US, 61346

Company: Hubbell Incorporated

Corporate Overview
Hubbell Incorporated was founded in 1888 and has grown into an international manufacturer of quality electrical, lighting and power solutions with more than 75 brands used and recognized around the world. Our founder, Harvey Hubbell, developed tooling and equipment to serve the growing demand for new assembly and manufacturing machinery during the industrial revolution. An early, and one of many patents awarded, came for the creation of the first practical method to control electricity through the pull chain socket that remains unchanged today. As a market leader in reliable, electrical solutions, we provide more than half a million products delivered through our various business groups. Hubbell is committed to continually innovating solutions that work, transforming old products with new ideas, and ensuring that we Energize, Enlighten and Empower the communities that support us.
 
Division Overview
Hubbell Power Systems (HPS) engages in the design and manufacture of a wide variety of products used by utilities. Today, HPS is deeply engaged in product solutions for OSP Communication utility purposes, and has been actively growing that segment of the business. HPS roots have historically been in high voltage transmission, distribution, substation, underground products used by electric utilities. HPS products are also used in the civil construction, transportation, gas and water industries.

At HPS, we build products that provide mission critical infrastructure and that deliver communications and power to millions of people worldwide. In our business, failure is not an option. Therefore, we manufacture products of uncompromising integrity and it starts with our quality policy. We hold our partners, our suppliers and ourselves to the highest standard to ensure we exceed all the technical and functional expectations of our customers.

Hubbell Incorporated engages in the design, manufacture, and sale of electrical and electronic products in the United States and internationally. It operates in three segments: Electrical, Power, and Industrial Technology.

Location

77 Westport Plaza, St. Louis, MO

Position Overview

Influencing the overall customer experience across all departments, the VP, Customer Service will engage the organization in managing customer relationships and the associated revenue and profit that will result from these relationships.  This role will create a persistent focus on the customer and the actions that the company takes, driving the organization to work together for delivery of the optimum customer experience while creating a common approach and process for driving the work across the organization. 

The person in this role will lead Technical Support, Educational Services, Training, and Customer Experience teams. 

Responsibilities

  • Drive profitable customer behavior such as improved loyalty, decreasing costs to support, increasing efficiency and customer knowledge
  • Lead the Company in creating a customer-centric culture by aligning employees and resources to rapidly and profitably meet customer needs
  • Lead the Customer Service and Educational Service teams to achieve an efficient and high-functioning organization
  • Lead the ongoing support services business for the company in an effective and profitable manner, including setting monthly/annual revenue targets.
  • Manage the Warranty\RMA function for all product lines including all customer interfaces, warranty databases and warranty verification.  Maintain monthly metrics for overall warranty liabilities, warranty reserves and P&L impact.  
  • Lead/develop/manage the Customer Experience Platform across Aclara.  This includes managing all relationship and transactional surveys across the company.
  • Lead the Customer Advocacy and Customer Communications teams in managing all incoming issues (Support and Info emails, all 800#s and Customer portals) and maintaining ownership of customer issues, action plans and internal/external updates
  • Create and maintain a unified Customer Relationship Management (CRM) platform for understanding customer issues and taking action
  • Manage all contractual maintenance agreement requirements
  • Achieve response and resolution metrics in line with yearly corporate goals
  • Partner with other leaders to drive culture change
  • Create a common language set and definitions for the Customer Experience
  • Develop and manage the systems used to track and report on the customer sentiment and use that to drive change in the business
  • Coordinate and communicate design deficiencies, customer concerns and quality problems to the proper departments
  • Establish and continually improve tools and processes to increase customer satisfaction and reduce costs
  • Map the Customer Experience at all points of interaction and use the data to drive change
  • Set policies and procedures to meet customer experience and satisfaction targets  
  • Establish metrics for defining the relationship with our customers including Customer Experience key performance indicators (KPIs)
     

Qualifications

  •  Minimum of a BS/BA degree in Business, Engineering, or other technical discipline
  • 10+ years of directly relevant experience managing a call center and technical support environment in a combined hardware and software environment
  • Experience with CSAT surveys as well as NPS and Qualtrics
  • Experience managing large teams comprised of both professional and hourly employees 
  • Excellent communication (written, verbal and interpersonal), presentation, and problem-solving skills 

 

Preferred:
•    10 + years of electric/water/gas utility technical and customer support experience
•    Master's Degree in Business, Engineering, or other technical discipline 

 

Physical Demands:
•    Willing and able to travel to customer sites or Aclara offices up to 10% of the time 

Education

Bachelors Degree
Masters Degree

 

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.


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