What You'll Do
As Service Manager, you will oversee field service operations across Central Europe, managing a team of up to 15 Customer Service Engineers located in three different sites. You will ensure seamless coordination of technical support activities, maintain service performance metrics, and uphold customer agreements including SLAs and warranty terms. Your leadership will directly influence customer retention, satisfaction, and long-term engagement.
You will lead regular customer meetings—covering operational status, KPIs, and service planning—and take ownership of follow-up actions. Proactively identifying improvement opportunities in both tool performance and service delivery, you will resolve escalations and strengthen client relationships at all levels. You'll also support account teams in achieving regional objectives by promoting product enhancements and continuous improvement programs.
In close collaboration with internal stakeholders across Product Support, Sales, and other business units, you will align service strategy with broader business goals. You will conduct performance reviews, set clear objectives for direct reports, and develop individual growth plans to foster team engagement and capability. Additionally, you will analyze operational workflows and training needs to enhance service efficiency and value delivery.
Requirements
- Proven background in customer service operations with demonstrated leadership in technical support environments
- Engineering degree or equivalent technical qualification
- Strong financial acumen with experience in budgeting, forecasting, and strategic planning
- Excellent organizational and project management abilities
- Skilled in negotiation, stakeholder coordination, and decision-making under pressure
- Ability to manage multiple priorities in a fast-moving, high-demand industry setting
- Fluency in both German and English, spoken and written
- Confident in delivering technical presentations to senior-level customer teams
- Valid driving license and willingness to travel up to 50%, primarily within Germany and Austria
- Strategic thinker with a proactive approach to problem-solving and service innovation
Benefits
- Competitive total rewards package designed to support employees and their families
- Comprehensive benefits aligned with a commitment to inclusion and diverse employee needs
- Support for well-being, professional development, and career growth
- Equal opportunity employment with reasonable accommodations for qualified individuals with disabilities
