Cluster Service & OF Director DACH & CWE (m/w/d)

Elekta AB; Hamburg; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Elekta AB is seeking a Cluster Service & OF Director for the DACH & CWE region to enhance service performance and drive customer satisfaction. The ideal candidate will lead a dedicated team, manage operations, and implement strategic initiatives to support healthcare professionals in their mission to improve lives. This senior role requires significant experience in service management and strong leadership skills, with a focus on operational excellence.

Qualifikationen

• Minimum of 8 years experience in Service or Order Fulfillment leadership role.
• Proven track record with cross-functional teams.
• Fluent in English and German.

Aufgaben

• Oversee Service and Order Fulfillment operations within the Cluster.
• Drive customer satisfaction and operational efficiency.
• Lead a multidisciplinary team and ensure effective training and development.

Kenntnisse

Leadership

Project Management

Communication

Analytical Skills

Ausbildung

Bachelor’s degree in Business, Operations Management, or Engineering

Tools

CRM

ERP

Project Management Software

Jobbeschreibung

Cluster Service & OF Director DACH & CWE (m/w/d) page is loaded

Cluster Service & OF Director DACH & CWE (m/w/d)

Apply locations Hamburg time type Full time posted on Posted 4 Days Ago job requisition id R2025-0801

Are you a current Elekta employee?

Please click here to apply through our internal career site Find Jobs - Elekta .

Want to join a team with a mission to improve and save lives?

We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.

We currently have the following opportunity available - please contact us for more details!

We don’t just build technology. We build hope for everyone dealing with cancer.

We're on the hunt for an experienced a Cluster Service & OF Director DACH & CWE (m/w/d) who sits within Service and Order Fulfillment team and is based in Germany, Austria or in Switzerland. A successful candidate will be responsible for managing and integrating Service and Order Fulfillment operations within the

Cluster. This role ensures seamless post-sales execution, driving customer satisfaction, operational efficiency, and revenue recognition. The Cluster Service/OF Director leads a multidisciplinary team, including Regional Service Managers, Cluster OF Leaders, and local support functions, while fostering collaboration with Central OF & Service Subject Matter Experts (SMEs).

What you’ll do at Elekta

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.

The right stuff

• Strong leadership and strategic decision-making abilities.
• Excellent organizational and project management skills.
• Outstanding communication and interpersonal skills for stakeholder engagement.
• Analytical skills to interpret data and drive data-informed decisions.
• Proficiency in relevant tools and platforms (e.g., CRM, ERP, project management software).
• Proficiency in Lean and Six Sigma principles, tools, and techniques

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

Why should you join Elekta?

In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. In addition to this, Elekta offers a range of benefits depending on the location where you apply.

Hiring process

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

Your Elekta contact

For questions, please contact Talent Acquisition Partner responsible Joanna Kozyra on [e-mail]

We are an equal opportunity employer

We are an equal opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.

About Us

We don't just build technology. We build hope.