We have an opportunity for a motivated individual to fill the role of VP, Service. In this position, the successful candidate will be responsible for driving all aspects of field services in support of our customer base of thousands of customer sites across North America.

Why this Role is Important:

• This role is critical to long term customer satisfaction and gross margin generation.
• The VP, Service drives common standards and excellence in ensuring service quality, customer satisfaction and long-term performance of our facility assets under management.

Responsibilities:

• Provide strategic direction for all aspects of service and customer support functions in support of our customer base.
• Define the long-term organizational design to ensure profitable service quality and growth.
• Develop a national approach to scale a high-quality service function that leverages Budderfly's network of service providers to perform maintenance of HVAC,
  Refrigeration, Solar and other building systems.
• Manage and lead Budderfly's team of Customer Care and Customer Support specialist teams.
• This role is critical in ensuring a common approach and platform for field service, leveraging a standard playbook and metrics around customer response time, customer satisfaction, facility energy performance and gross margin.
• Deploy and maintain standardized tools, systems and support for the assigned Service Teams. Manage resources to maximize customer satisfaction and improve productivity and profitability.
• Effectively recruit, develop and retain employees.
• Ensure common accountability, training and orientation toward service best practices, partner management and safety.
• Elevate the entire team function toward exceptional customer delivery with a "can do" culture of efficiency, customer focus and creative problem solving.
• Manage a diverse team focused on providing service to a broad portfolio of thousands of "repeatable footprint" customer sites in the quick serve restaurant (QSR) and casual dining market.
• Ensure a scalable and repeatable service approach across our key customer brands to ensure a positive customer experience with positive gross margins.

Key Performance Indicators:

• Financials: Volume Secured growth, Gross Margin growth, Customer satisfaction, productivity & recoveries, Attrition rate for service.

Education

University degree, MBA, or equivalent academic qualification ideal but not required.

Desired Skills and Experience

• Minimum 10 years in business development or sales leadership for service businesses with revenues more than $10m.
• Experience working and executing Service go-to-market plans.
• Successful track record as a Service leader is preferable; suitable candidates would be coming from within a similar industry with technical orientation.
• Experience in converging industries such as HVAC, Renewables/Solar, Building Automation will be also well suitable for the role. The role requires management understanding of service delivery.
• Extensive service operations and people management exposure.
• Outstanding track record of achieving sustained profitable growth.
• Experience with Energy Efficiency as a Service/ Branch Service/ Performance Contracting/ESCO/Technical Services is highly preferred.
• Strong communication and people skills at all levels in a business.
• Ability to combine strategic and tactical imperatives.
• A natural leader who puts time and energy into building senior management talent.