Senior Service Excellence Manager (m/w/x)

Stellenbeschreibung:

Seeing beyond - future of medical technology

For more than 100 years, ZEISS medical technology has been driving progress in ophthalmology and microsurgery. In ophthalmology, our solutions help to maintain and improve people's vision at every stage of their lives. In microsurgery, our solutions enable targeted interventions on diseased tissue so that small and sensitive organs continue to function optimally. Medical technology from ZEISS supports medical professionals in improving the lives of patients worldwide. The fact that our actions have a direct impact on people's well-being is what drives us every day.

Your Role

As Senior Service Excellence Manager, you will focus on the operational development and successful management of our service business in selected international subsidiaries. Acting as the central point of contact for these markets within the Service Business Unit, you will provide on-site support in implementing and ensuring global service standards, actively drive operational improvements and collaborate with local teams to deliver an exceptional service experience for customers.

Your Responsibilities

Advising and supporting a defined group of ZEISS national subsidiaries in the area of service excellence
Analysing and optimising the implementation of existing service processes (e.g. installation, maintenance, spare parts, response times and escalation handling)
Conducting workshops and training sessions on the sustainable implementation of global service standards and tools in countries
Monitoring relevant KPIs for service performance, deriving concrete improvement measures and following up
Providing strategic and tactical support to national subsidiaries in operational success management and the implementation of service concepts (e.g. digitisation and automation)
Planning and conducting regular country visits for coordination, process validation, team training and performance review
Supporting national subsidiaries in the digitalisation and automation of service processes
Management of projects with high international visibility
Collaborating in global and regional projects to continuously improve and develop the service business (e.g. digitalisation, process optimisation, tool rollouts)
Close cooperation with global interfaces such as business management, sales, marketing, IT, service logistics, second-level support, product management, global customer care and controlling.

Your profile

Degree in Industrial Engineering, Medical Technology, Business Administration, or comparable qualification
5-10 years' professional experience in technical service, after-sales management, business management or service consulting, ideally in international medical technology
Service mentality coupled with a deep understanding of service business models, processes, methods and tools
Strong analytical skills and strategic thinking, as well as experience in implementing strategies within global organisations
In-depth knowledge of process optimisation and KPI management
A structured and collaborative approach to work and the ability to work well in a team, with high self-motivation
Experience in project management and working in interdisciplinary, international teams
Affinity for digital topics
Hands‑on mentality and enjoyment of working with different cultures and teams
Business‑fluent German and English skills
Very good communication and presentation skills
Willingness to travel internationally (approx. 50%) to actively support and assist local subidiaries on site

We Offer

A responsible position with direct influence on operational excellence in the global service business
International work in an innovative and meaningful environment
Flat hierarchies, collegial cooperation and an open communication culture
Individual development opportunities and targeted further training
Flexible working hours and modern working conditions with hybrid working

Help shape the service quality of tomorrow – worldwide and right on the spot!