Director Customer Service

Stellenbeschreibung:

We are seeking a highly experienced and strategic Director Customer Service to lead and transform our global service organization for highly engineered electronic solutions. The ideal candidate will be based in Bergkamen, Germany, and will oversee a complex, multinational service network, ensuring seamless collaboration between repair centers, inventories, plants, and engineering teams. This role is critical in driving service excellence, improving customer satisfaction, fostering customer loyalty, and reducing repeat failures while maximizing revenue from after-sales operations.

Key Responsibilities

Strategic Leadership Develop and implement a global service and after-sales strategy aligned with company objectives.

Lead the transformation of the service organization into a customer-focused, revenue-generating function.

Foster collaboration between regional service centers, engineering teams, and manufacturing plants.

Identify opportunities for growth and service improvement in global aftersales markets.

Operational Excellence Standardize service processes, workflows, and tools across all global repair centers.

Drive operational efficiency to reduce repair cycle times, costs and improve service response and profitability.

Establish KPIs to monitor and improve service performance and customer satisfaction.

Use data-driven insights to help Engineering identify areas of improvement in product design.

Customer Experience Be champion and develop and implement initiatives to improve customer satisfaction and loyalty.

Actively address customer concerns and enhance the voice of the customer within the organization.

Ensure timely resolution of service issues and reduction of repeat failures.

Develop and implement crisis management protocols to handle customer escalations and challenging situations effectively.

Inventory & Supply Chain Management Optimize inventory management across all service centers to reduce costs and improve parts availability.

Collaborate with procurement and supply chain teams to ensure seamless inventory flow.

Revenue Growth Identify and implement new revenue opportunities within after-sales services, such as service contracts, extended warranties, and spare parts sales.

Monitor financial performance and ensure profitability of service operations.

Drive revenue generation through upselling aftersales services and products.

Team Leadership Build and develop a high-performing, customer-oriented global service team.

Provide mentorship, training, and support to regional service leaders.

Promote a culture of continuous improvement and innovation.

Qualifications and Experience

Educational Background : Bachelor’s degree in Engineering, Business Administration, or a EMC related field.
Industry Experience : Minimum of 10 years of experience in service management, preferably in industrial, electronic, or RF products industries.
Leadership Experience : Proven track record of leading and transforming global service organizations.
Technical Expertise : Strong understanding of compliance testing, RF technologies, and high-power amplifier systems.
Customer Focus : Demonstrated ability to improve customer experience and address complex service challenges.
Analytical Skills : Proficiency in using data analytics to drive service improvements and decision-making.
Language Skills : Fluency in German and English is required
Location Flexibility : Ability to travel globally to oversee operations and engage with key stakeholders.