Main Responsibilities:
Disciplinary and technical leadership of the Technical Service Healthcare and Industry team.
Develop a local technical service team structure, steer the merger and cross- training between LSI, TS IND, and TS HC to increase flexibility and responsiveness (remote/onsite).
Develop and support customer success and installation management and remote support processes.
Support the local technical service transformation by optimizing the customer workflow, including increasing after-sales revenues, maintenance contracts, and leveraging local market knowledge and networks.
Ensuring the qualification and continuous training of the team.
Introduction and monitoring of KPIs related to service quality, maintenance contracts, and customer satisfaction.
Preparation of regular reports and analysis for sales and service meetings.
Qualifications:
Completed technical degree, ideally in a nature science, electrical engineering, or medical engineering
Several years of experience in technical customer service for medical devices or similar
Technical Service hands-on experience is an advantage
Several years of leadership experience, ideally within a customer-facing environment and cross-functional teams
Target-oriented leadership style
English fluent
Very good MS Office skills
Experience with ERP and CRM systems / Salesforce Service Consol is a plus
Knowledge of service and project management tools is desirable
Soft Skills:
Strong customer orientation and the ability to communicate complex technical information in an understandable and engaging way
Analytical thinking, organizational skills, and result orientation
Confident and independent working style combined with strong problem-solving abilities
Hands-on mentality
Strong quality and responsibility awareness
Excellent teamwork and communication skills
Solution-oriented and quick decision-making
Customer Centric Mindset