Head of Service Operations

Your responsibilities include, but not limited to:

• Defining of the service operations strategy to develop the service operations according to market demands and to expand the strong position of GSE in repairs, field service support, adjacent service offerings and local customer consignment stocks
• Identifying of adjacent service offerings / fields (e.g. coating, cleaning) to further expand the offered portfolio
• Upgrading of the local service centers strategically in terms of technology and processes to increase efficiency
• Forming of a global service center network to create and use synergies, to define global standards and to lever best practices
• Interfacing to VAT Operations to jointly define and implement best practices and ensure to follow identical quality standards
• Handling of warranty cases (enabling of Service Centers to create Failure Analysis reports), preparation of product recalls and updates
• Defining of the global warehouse strategy and management of the global inventory for GSE
• Defining and roll-out of repair and documentation procedures globally
• Meeting customers to understand requirements, pain points and needs
• Managing of the seven local service centers on a day2day-base in alignment with the GMs
• Managing and development of the local Field Service Engineering Teams according to customer requirements
• Investment planning based on development plan per Service Center
• Implementing and optimizing of the Service Center Software to further increase efficiency and speed
• Managing of the Inside Sales team, which includes pricing of catalogue products & consulting on spare parts usability in Inside Sales
• Developing and constant rollout of product and process trainings for the Service Center Staff

Minimum Qualification:

• 5+ years of experience in global operations management with strong local mindsets
• Business development acumen to identify new service opportunities
• Deep understanding of operations strategy and development
• Creation of scalable service operations (Service Centers and Field Service)
• Strong understanding of assembly and testing technology to update the Service Center equipment constantly
• Experience in handling customers
• Strong understanding of “how” to define operational processes and standards
• Experience in management global organizations with strong local mindset

Preferred Qualification:

• Ability to create global long-term plans and cascade them into local action plans
• Strong understanding of how to set up and develop scalable organizations
• Strong technical understanding with good business development acumen
• Ability to think in processes from an end-to-end perspective (logistics, decon, part supply, execution, EOL-testing, documentation etc.)
• Visionary understanding of Field Service organizations and their strategic role in the customer lifecycle
• Inspiring personality to form a motivated and aligned global network that constantly improves efficiency
• Ability to handle complex and stressful situations
• Management of international teams