Senior Service Excellence Manager (f/m/x)

Seeing beyond - future of medical technology

For more than 100 years, ZEISS medical technology has been driving progress in ophthalmology and microsurgery. In ophthalmology, our solutions help to maintain and improve people's vision at every stage of their lives. In microsurgery, our solutions enable targeted interventions on diseased tissue so that small and sensitive organs continue to function optimally.

Medical technology from ZEISS supports medical professionals in improving the lives of patients worldwide. The fact that our actions have a direct impact on people's well-being is what drives us every day.

Your Role

• Advising and supporting a defined group of ZEISS national subsidiaries in the area of service excellence
• Analysing and optimising the implementation of existing service processes (e.g. installation, maintenance, spare parts, response times and escalation handling)
• Conducting workshops and training sessions on the sustainable implementation of global service standards and tools in countries
• Monitoring relevant KPIs for service performance, deriving concrete improvement measures and following up
• Providing strategic and tactical support to national subsidiaries in operational success management and the implementation of service concepts (e.g. digitisation and automation)
• Planning and conducting regular country visits for coordination, process validation, team training and performance review
• Supporting national subsidiaries in the digitalisation and automation of service processes
• Management of projects with high international visibility
• Collaborating in global and regional projects to continuously improve and develop the service business (e.g. digitalisation, process optimisation, tool rollouts)
• Close cooperation with global interfaces such as business management, sales, marketing, IT, service logistics, second-level support, product management, global customer care and controlling.

Your Profile

• Degree in Industrial Engineering, Medical Technology, Business Administration, or comparable qualification
• 5-10 years' professional experience in technical service, after-sales management, business management or service consulting, ideally in international medical technology
• Service mentality coupled with a deep understanding of service business models, processes, methods and tools
• Strong analytical skills and strategic thinking, as well as experience in implementing strategies within global organisations
• In-depth knowledge of process optimisation and KPI management
• A structured and collaborative approach to work and the ability to work well in a team, with high self-motivation
• Experience in project management and working in interdisciplinary, international teams
• Affinity for digital topics
• Hands-on mentality and enjoyment of working with different cultures and teams
• Business-fluent German and English skills
• Very good communication and presentation skills
• Willingness to travel internationally (approx. 50%) to actively support and assist local subidiaries on site

Your Zeiss Recruiting Team:

Marina Löw