VP of Customer Service

Be visionary

Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense factory automation air and water quality environmental monitoring electronics design and development oceanographic research deepwater oil and gas exploration and production medical imaging and pharmaceutical research.

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

About Teledyne FLIR Defense

Join Teledyne FLIR Defense where were dedicated to supporting critical missions with an exciting range of cutting-edge technologies. Our products include advanced surveillance sensors unmanned air and ground vehicles sensing devices used to detect chemicals biological agents radiation and explosives and a host of other solutions that help warfighters first responders and search-and-rescue teams do their jobs better.

Were looking for passionate innovators eager to shape the future of the Defense and Public Safety industries. If youre mission-driven to globally collaborate on solutions that can change the battlefield and save lives we invite you to explore our current opportunities.

The VP of Customer Service will be directly responsible for more than $100M in direct revenue and responsible for manufacturing a critical component necessary for significant additional revenue. This leader will be responsible for leadership of a team of more than 180 people revenue attainment and growth and the quality and reliability improvement of new and current product offerings. They will coordinate extensively with internal Finance Sales Operations Procurement Programs and other groups as well as with large government and OEM customers throughout the world.

Primary Duties & Responsibilities:

• Ensuring a safe workplace including improving safety procedures and culture
• Management of a staff consisting of:
  • A Senior Director of Quality responsible for QMS health certifications and product improvement across the division.
  • 6 site Service center managers responsible for dedicated Service teams (3 US based)
  • A Director of worldwide field service training and technical publications
  • A remote service center manager responsible for 40 partner service centers
  • A Director of ERP/PLM systems and teams
• Increasing revenue and margin growth across the organization by developing new revenue sources and optimizing performance in current markets.
• Responsibility for all aspects of budgeting including head count sales projections inventory rework capital equipment and spending as well as forecasting future performance
• Continuing to grow and mature third parts service centers and partners worldwide
• Driving continuous improvement efforts using Lean principles and root cause analysis.
• Tracking analysis response and reporting critical information throughout the organization including reliability failure modes customer satisfaction and detailed financial metrics.
• RFP/RFQ proposal evaluation development and proposal response including but not limited to Quality and Reliability Plans Integrated Logistics Support Plans (S&ILSPs) Contractor Logistic Support (CLS) Performance Based Logistics (PBL) plans.
• Consistent and cost-effective volume production and integration of Dewars and compressors for IR detectors.
• Approximately 8-10 trips worldwide per year to visit locations major customers and trade shows.
• Ensuring successful certification audits to ISO9001 and AS9100 standards worldwide
• Understanding and implementing actions to meet ever-changing market certification requirements including airworthiness REACH/RoHS and environmental sustainability.

Experience Preference:

• Extensive customer service organization management experience including world-wide coordination of company and third-party owned MRO facilities
• Demonstrated history of innovative revenue growth and entry into new markets.
• P&L responsibility including budgeting and forecasting of revenue and headcount
• Experience with measurement/repairing of EO/IR systems or IDCA manufacturing is preferred
• Experience working with government and defense agencies including localization contracting and proposals
• Understanding of commercial contracts/agreements for product support desired
• Technical background highly desirable including management of technical and multi-site teams
• Experience using SAP MS Excel PowerBI and the SAP Service module is preferred.

Core Competencies:

• Management of large multi-site teams and mentorship of first and second level managers
• Excellent oral and written communication skills
• Ability to represent the organization in difficult situations to senior customer and government leaders
• Knowledge of MIL-STD-810 and ISO 9001 standards and their application is desired
• Understanding of product reliability and sparing calculations as well as Statistical Process Control or 6 Sigma principles is desired
• Familiarity with GTC and ITAR requirements is preferrable

Job Qualifications:

• College Diploma in technical or business discipline
• Experience managing muti-site Quality and/or Service organizations
• 10 years of experience in the Defense sector

Applicants must be either a U.S. citizen U.S. national legal permanent resident asylee refugee or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.

#FLIR

Salary Range:

The anticipated salary range listed for this role is only an estimate. Actual compensation for successful candidates is carefully determined based on several factors including but not limited to location local regulations (such as minimum wage) education/training work experience key skills and type of position.

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws regulations rules and regulatory orders. Our reputation for honesty integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

Teledyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other characteristic or non-merit based factor made unlawful by federal state or local laws.