Lead design and optimization of the end-to-end customer journey across sales, service, and support. Map touchpoints, implement feedback programs, track metrics (NPS, first-time fix, response time), improve field scheduling/dispatch, manage and coach customer service team, resolve escalations, and develop retention strategies including preventative maintenance, service contracts, and self-service tools.

Lead and scale the sales organization for weighing systems, thermal printing, and data solutions. Define strategy, coach field sales teams, use CRM and financial data to forecast and improve margins, re-engage accounts, partner with operations, and build vendor relationships to drive profitable, sustainable growth.