WHAT YOU BRING:

• We encourage you to apply even if you don’t meet every requirement—your unique skills and experiences might be exactly what we’re looking for!
• A minimum of 8 years of experience in Service, Order Fulfillment, or a related leadership role.
• Proven track record of managing cross-functional teams and driving operational excellence.
• Extensive experience in customer-facing roles and post-sales operations.
• Strong project management skills to plan, execute, and monitor improvement projects effectively.
• Focus on achieving measurable results and continuous performance improvements
• Bachelor’s degree in Business, Operations Management, Engineering, or a related field (Master’s degree preferred).
• Speaks English and German fluently

HIRING PROCESS

We are looking forward to hearing from you! Apply by submitting your application and résumé in English, Please note that we do not accept applications by e-mail.

This role offers an opportunity to shape the Cluster’s strategic direction, drive meaningful improvements, and lead a team dedicated to delivering exceptional results. The Cluster Service & OF Director DACH & CWE (m/w/d) responsibilities include (but are not limited to):

Leadership and Strategic Management

• Lead and oversee all Service and OF operations within the Cluster, ensuring
• alignment with organizational objectives.
• Develop and implement strategies to enhance employee satisfaction,
• operational performance, customer satisfaction, and revenue growth.
• Act as a key decision-maker for Service and OF initiatives within the Cluster. Foster a culture of accountability, innovation, and collaboration across teams.

Operational Excellence

• Oversee project execution and service delivery, ensuring quality, timeliness,
• and resource efficiency.
• Drive revenue recognition, forecasting accuracy, and financial performance
• within the Cluster.
• Manage the transition of site management tasks to Project Managers
• supported by local Field Service Engineers (FSEs).
• Monitor and enhance key performance metrics, including NPS, cSAT, and
• operational KPIs.

Customer Satisfaction and Retention

• Serve as the senior escalation point for customer concerns during installation
• and service phases.
• Work closely with Service and OF teams to deliver exceptional customer
• experiences and drive Net Promoter Score (NPS) improvement.
• Collaborate with sales teams to align post-sales activities with customer
• expectations.

Team Development and Collaboration

• Lead and mentor a diverse team, including Regional Service Managers,
• Cluster OF Leaders, and support staff.
• Ensure the effective training, development, and engagement of team
• members to meet organizational goals.
• Collaborate with Central OF & Service SMEs to harmonize processes, share
• best practices, and resolve complex issues.

Process Improvement and Compliance

• Drive process optimization initiatives to enhance operational efficiency and
• customer satisfaction.
• Ensure compliance with organizational policies, quality standards, and
• regulatory requirements.
• Provide feedback and recommendations for continuous improvement of
• Service and OF processes.

Key Metrics

• Customer satisfaction (cSAT) and Net Promoter Score (NPS).
• Revenue recognition and forecasting accuracy.
• Employee satisfaction (eNPS) and team performance.
• Operational KPIs, including installation quality and timeliness.