Head of Technical Service Region DACH (m/f/d)

General responsibility for the Technical Service Region DACH (end-to-end: from request to completion) Leadership and further development of the teams (backoffice/external service/service partner) Control of the service performance via KPIs and SLAs (e.g. reaction time, initial raising rate, NPS) Quality tracking and escalation responsibility including root management Budget, cost and efficiency responsibility (guarantee/goodwill, partner costs) B2B and D2C Responsibility for service partner and supplier management (contracts, training and qualification) Interface Management for Sales, Product Management/F&E, Production, Quality and Key Accounts Standardization/Harmonization/Optimization of Processes and Service Levels in all DACH countries in close cooperation with the Global Technical Service and the Customer Service DACH Responsibility for digitalization/tools in the service (e.g. CSM/FSM/SAP/CRM, Knowledge Base, Reporting and Consumer Apps) incl. Integration of AI

Professional leadership qualities and multi-year experience in service Representative Leadership (Development, Coaching, Change Management) Very good communication and escalation capabilities, conflict-proof, “executive-ready” High enforcement capability while co-operative leadership Knowledge and methodological competence in problem solving and quality Experience in complaint, warranty and service management High technical understanding and pronounced problem solving capabilities Cost and budget competence, negotiation skills in partner management Experience with service systems (FSM/CRM/ERP) and process automation Data-based work (Dashboards, Pareto, Heatmaps, Forecasts) Practical, structured operation, high quality standards Customer orientation with economic thinking Ability to reduce complexity and implement standards on a large scale

Attractive working conditions: We are happy to support the reconciliation of work, leisure and family through flexible working hours and mobile work. Working culture: Team spirit, trust, respect and open communication has a high priority with us. Childcare: Kita cooperation allows childcare in Oberderdingen. In addition, staff children can gain many great experiences as part of the annual children's holiday program and are well-maintained during the working hours of the parents. Benefits and benefits: We offer numerous additional services such as Business Bike Leasing or Corporate Benefits. Employees may be happy to receive a small success bonus in the context of the employee recommendation program or in the idea management. Health and Sports: The health of our employees is important to us, so we offer a wide range of health and sports activities, fitness studio cooperation, medical care and an employee restaurant with a variety of options. .