Senior Service Excellence Manager
ZEISS Group
full-time
Posted on:
Location Type: Office
Location: München • Germany
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Job Level
About the role
- Advising and supporting a defined group of ZEISS subsidiaries in the area of Service Excellence
- Analyzing and optimizing the implementation of existing service processes (e.g., installation, maintenance, spare parts, response times, and escalation handling)
- Conducting workshops and training to ensure sustainable implementation of global service standards and tools across countries
- Monitoring relevant KPIs for service performance, deriving concrete improvement measures and tracking their implementation
- Providing strategic and tactical support to national subsidiaries in operational success management and implementation of service concepts (e.g., digitalization and automation)
- Planning and conducting regular country visits for coordination, process validation, team training, and performance evaluation
- Supporting national subsidiaries in the digitalization and automation of service processes
- Managing projects with high international visibility
- Participating in global and regional projects for continuous improvement and development of the service business (e.g., digitalization, process optimization, tool rollouts)
- Closely collaborating with global stakeholders such as Executive Management, Sales, Marketing, IT, Service Logistics, Second-Level Support, Product Management, Global Customer Care, and Controlling.
Requirements
- Degree in Industrial Engineering, Medical Technology, Business Administration, or a comparable qualification
- 5–10 years of professional experience in technical service, after-sales management, executive management, or service consulting, ideally in the international medical technology sector
- Service mindset combined with a deep understanding of service business models, processes, methods, and tools
- Strong analytical skills and strategic thinking, as well as experience implementing strategies within global organizations
- Extensive knowledge of process optimization and KPI management
- Structured and collaborative working style with strong team skills and high self-motivation
- Experience in project management and working in interdisciplinary, international teams
- Affinity for digital topics and digital transformation
- Hands-on mentality and enjoyment of working with diverse cultures and teams
- Business-fluent German and English
- Excellent communication and presentation skills
- Willingness to travel internationally (approx. 50%)
Benefits
- Responsible position with direct influence on operational excellence in the global service business
- International work in an innovative and purpose-driven environment
- Flat hierarchies, collegial collaboration, and an open communication culture
- Individual development opportunities and targeted further training
- Flexible working hours and modern working conditions with hybrid work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process optimizationKPI managementproject managementservice business modelsservice processesdigital transformationservice consultingafter-sales managementstrategic implementationanalytical skills
Soft skills
service mindsetstrategic thinkingcollaborative working styleteam skillsself-motivationcommunication skillspresentation skillshands-on mentalitycultural adaptabilitystrong interpersonal skills