IT Support Expert, Head of Customer Service
PHARMATECHNIK GmbH & Co. KG
full-time
Posted on:
Location Type: Office
Location: Mainz • Germany
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Job Level
About the role
- Responsibility for our service locations in Mainz/Sörgenloch, Saarland, Stuttgart and Baden-Baden
- Professional and disciplinary leadership of a team of approximately 80 employees, including coaching responsibilities
- Act as an interface between customers and staff and as a link between sales and service
- Promote a customer-focused service culture
- Manage escalations for critical customer issues or problems
- Monitor and optimize service quality and processes using KPIs
- Identify and implement improvement measures to increase the efficiency and effectiveness of our business operations
- Responsibility for site infrastructure (e.g., grounds, buildings, facilities, furniture, inventory) and close cooperation with the corporate real estate department
- Reporting line to the Managing Director Service & Academy Dr. Graessner
Requirements
- Successfully completed vocational training in IT or a comparable qualification
- At least 2 years of experience leading service teams and 5 years of professional experience in IT support, customer service or IT project management
- Experience in customer service, ideally in a technical environment (software and/or hardware)
- Strong service orientation, enjoyment of working with people and excellent communication skills
- Confident manner, pragmatic working style and commercial/entrepreneurial thinking
- Very good German language skills and proficiency in MS Office
- Flexibility and willingness to travel extensively (approximately 50%), enjoyment of fieldwork and driving licence class B
Benefits
- Company bike (JobRad)
- Employee benefits card
- Flexible working time models
- Remote work
- Childcare subsidy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supportcustomer serviceIT project managementservice quality monitoringKPI optimizationvocational training in ITtechnical environment experience
Soft Skills
leadershipcoachingcustomer-focused service culturecommunication skillspragmatic working stylecommercial thinkingentrepreneurial thinkingflexibilityteam management