Lead and optimize field service operations for process tools across Central Europe, with primary focus on Austria and Germany. Based in Dresden, this role is responsible for managing a distributed team of up to 15 Customer Service Engineers across three locations, ensuring high performance, customer retention, and service delivery excellence.
Key Responsibilities
- Build and maintain strong relationships with customers at all organizational levels, leading regular meetings to review KPIs, service performance, and action items
- Oversee field service coordination, ensuring alignment with customer agreements, SLAs, and operational targets
- Drive customer satisfaction by proactively identifying improvement areas and resolving escalations related to tools or service delivery
- Forecast and support revenue planning for quarterly and annual business cycles
- Collaborate with account teams to promote product enhancements and customer-driven initiatives
- Develop and execute operational strategies to increase service market share and strengthen customer loyalty
- Conduct performance reviews, set clear goals for team members, and maintain documented development plans
- Analyze service processes and training needs to improve service delivery and customer value
- Maintain accurate records of equipment, contracts, warranties, and performance metrics
- Foster collaboration with Product Support, Sales, and other business units to align service goals with regional objectives
Qualifications
- Bachelor’s degree or higher in Engineering or a related technical field
- Proven experience in customer service leadership, including direct people management and client-facing roles
- Strong financial acumen with demonstrated skills in budgeting and strategic planning
- Excellent organizational, analytical, and project management abilities
- Ability to thrive in fast-paced, high-pressure environments while managing multiple priorities
- Confident in delivering technical presentations to senior customer stakeholders
- Fluency in both German and English, written and spoken
- Valid driving license and willingness to travel up to 50% within the region
- Demonstrated leadership, negotiation, and stakeholder management skills
Work Environment
This position operates in a dynamic, multicultural setting focused on solving complex technological challenges. The company emphasizes innovation, inclusion, and collaboration, with significant investment in R&D and employee development. The role requires local presence in Dresden with regular travel across Central Europe.
Compensation & Benefits
Offers a competitive total rewards package designed to support employees and their families. Benefits reflect a commitment to inclusivity and diverse employee needs. The organization is an equal opportunity employer and provides reasonable accommodations for qualified individuals with disabilities.
