Gruppenleiter Customer Incident Management (m/w/x)

Trust something new, grow beyond itself and redefine the boundaries of the feasible. That is exactly what our employees can and should live daily. To set the pace with our innovations and make it great. Because there are a lot of fascinating people behind every successful company. ZEISS employees work in an open and modern environment with numerous development and further training opportunities. Our culture is characterized by expert knowledge and team spirit. All this is supported by the special ownership structure and the long-term goal of the Carl-Zeiss Foundation: to advance science and society together.

Today dare. Inspire tomorrow.

Diversity is part of ZEISS. We look forward to your application regardless of gender, nationality, ethnic and social origin, religion, world view, disability, age as well as sexual orientation and identity.

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a team of employees whose task is to manage customer requests and in particular to coordinate the delivery of replacement hardware

Planning, controlling and ensuring skills, resources and capacity within the SMO Service Concept

support the Head of Customer Support Center in creating strategic roadmaps

coordinate the integration of required R&D competencies and develop the skills and methods of the group

Build an End-to-End Incident Management for Field Requests

design, monitor and optimize the Incident Management Process and its KPIs

Organize customer meetings and perform independently

represent the SMO Service Organisation internally and externally

Control and coordinate customer and process escalations

a very good degree in engineering or economic engineering or in a comparable field with technical orientation

Very good knowledge of administrative and commercial processes at the customer interface, especially ASML

multi-year professional experience and ideally first leadership experience

an analytical and structured approach

a customer-oriented appearance, as well as experience in communication with customers (especially with ASML and end customers)

Conflictability, negotiating skills and enforcement

knowledge of English in word and writing

Willingness to occasionally travel in Germany and abroad

Loadability and flexibility