Your mission
We’re seeking a Head of Service (m/f/d) who will play a pivotal role in designing, implementing, and managing our technical service processes and strategies with the ultimate goal of driving customer satisfaction at every touchpoint. As we are currently building our service infrastructure from the ground up, this role is critical in establishing robust technical approaches, efficient workflows, SOPs, service tools, and documentation structures. This position requires close collaboration with our R&D, operations, application science and business teams to ensure seamless service integration and continuous support for product development.
Main responsibilities:
Technical Service Strategy & Process Development:
Main responsibilities:
Technical Service Strategy & Process Development:
- Build and implement end-to-end service processes, including service structures, documentation frameworks, SOPs, manuals, KPI and quality assurance strategies.
- Implement and manage appropriate service tools and to streamline the internal processes (e.g. CRM/ERP tools).
- Contribute to the scientific and technical aspects of the product and supporting testing of new products and solutions, by sharing technical insights and feedback from the field to engineering, product development teams, as well as contract manufacturers, to enhance performance and serviceability.
- Design and manage technical installation procedures, maintenance plans and comprehensive service plans for our ranges of polarizers, as well as Service agreements.
- Serve as an escalation point for critical technical issues, ensuring customer satisfaction and operational excellence.
- Conduct and support complex and custom onsite installations, pre-visits, maintenance and service activities when required.
- Lead, mentor, and expand a high-performing and international service team
- Develop and execute training programs for service staff and customers, ensuring technical proficiency and customer-centric service delivery.
- Coordinate service assignments with the customer service and sales team, to ensure timely resolution of service requests.
- Act as the interface between the Service function and R&D, the FAS team and Operations to ensure product and service alignment and supporting pre-sales activities with technical expertise.
- Support smooth handover processes and cross-departmental coordination to deliver an exceptional customer experience.
- Ensure compliance with industry standards and safety regulations, especially in relation to international logistics, hazardous materials handling and monitor and manage the certification status of the field service team.