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

Elekta; Hamburg; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

A healthcare technology company is seeking a Cluster Service & OF Director to lead operations across Germany, Austria, and Switzerland. The role involves strategic leadership, enhancing customer satisfaction, and managing a diverse team. Candidates should have at least 8 years of relevant experience and be fluent in English and German. This position offers an impactful opportunity to contribute to improving cancer care.

Qualifikationen

• Minimum of 8 years in Service, Order Fulfillment, or a related leadership role.
• Track record of managing cross-functional teams.
• Experience in customer-facing roles and post-sales operations.
• Strong project management skills to plan and monitor projects.
• Fluency in English and German.

Aufgaben

• Lead all Service and OF operations within the Cluster.
• Develop strategies for employee and customer satisfaction.
• Ensure quality service delivery and operational excellence.
• Act as a senior escalation point for customer concerns.
• Mentor and develop team members for their success.

Kenntnisse

Leadership and strategic decision-making

Organizational and project management skills

Communication and interpersonal skills

Analytical skills

Proficiency in CRM and ERP

Lean and Six Sigma principles

Ausbildung

Bachelor’s degree in Business Operations or related field

Master’s degree preferred

Tools

CRM software

ERP systems

Project management software

Jobbeschreibung

Overview

Are you a current Elekta employee? Please click here to apply through our internal career site. 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 Cluster Service & OF Director DACH & CWE (m / w / d) who sits within the 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 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.

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. This Elekta role 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.

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.

Required Experience :

Director

Key Skills

Crisis Management, Marketing, Public Relations, Fundraising, Media Relations, Constant Contact, Strategic Planning, Social Media Management, Team Management, Public Speaking, Wordpress, Writing Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1