Head of service & Customer support (m/f/d)

ecom GmbH; Iserlohn; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

ecom GmbH in Iserlohn sucht eine leitende Persönlichkeit für den Servicebereich, die das Reparatur‑ und Serviceniveau weiterentwickelt. Sie führen ein Team von rund 14 Mitarbeitenden, steuern die Abteilung mit starkem Business‑Fokus und arbeiten eng mit Vertrieb, Produktmanagement und internationalen Tochtergesellschaften zusammen.

Sie treiben globale Service-Standards voran, fördern die Digitalisierung und sind Ansprechpartner für Schlüsselkunden, Partner und Messestandorte.

Qualifikationen

• Führungserfahrung im technischen Service, bevorzugt im B2B-Umfeld.
• Technische Qualifikation plus betriebswirtschaftliche Weiterbildung erforderlich.
• Internationale Erfahrung mit Partnern oder Tochtergesellschaften wünschenswert.
• Gute Englischkenntnisse sind erforderlich.
• Erfahrung in strategischer Service-Entwicklung, After-Sales und SaaS-Unterstützung von Vorteil.

Aufgaben

• Leitung eines ca. 14-köpfigen Teams sowohl fachlich als auch disziplinarisch.
• Dienstleistungsabteilung mit starkem Business-Fokus führen, Qualität sichern und schnelle Durchlaufzeiten gewährleisten.
• Entwicklung neuer Servicemodelle in Abstimmung mit Vertrieb, Produktmanagement und internationalen Tochtergesellschaften.
• Sicherung systematisches Kundenfeedback für das Produktmanagement.
• Service-Standards weltweit etablieren und Digitalisierungsinitiativen pragmatisch vorantreiben.
• Schnittstelle zu Schlüsselkunden, Partnern und Messen vertreten; Akquise und Partnerschaften pflegen.

Kenntnisse

Leadership

Strategy development

Customer care

International experience

English (fluent)

German language

Technical understanding

Software/SaaS support

Business administration training

Ausbildung

Technical qualification with business administration training

Master Craftsman qualification

Tools

Electronic measuring instruments

Jobbeschreibung

From repairs to customer relationships – help us shape the future of service! You’ll be transforming an excellent repair service into a forward-looking customer care division that meets international standards. You’ll have strategic responsibility for shaping the business, reporting directly to senior management. Join #teamecom in Iserlohn!

Deine Aufgaben

Leadership & Responsibility

• You lead a team of approx 14 employees, both technically and disciplinarily.
• You manage the service department with a strong business focus while ensuring excellent quality and fast turnaround times.

Strategy & Development

• Development of new service models in coordination with Sales, Product Management and our international subsidiaries.
• You ensure systematic customer feedback for Product Management.
• You take our Customer Care to the next level: proactive communication, after-sales excellence and preparing the service department for software support.

International Network & Processes

• Coordination and further development of our worldwide service partner network.
• You establish and optimize our ecom service standards.
• You drive digitalization forward in a pragmatic way.
• You are the face of Service for key accounts, partners and at trade fairs.

Dein Profil

• You have a technical qualification with additional business administration training, such as Technical Business Administration, Master Craftsman qualification or similar and also bring a solid technical understanding of electronic measuring instruments.
• You have several years of leadership experience in technical service, preferably in a B2B environment such as measurement technology or industry, combined with strong leadership skills.
• You motivate teams and inspire people to embrace change.
• Entrepreneurial thinking, in terms of business models and not just processes, is part of your mindset.
• You have international experience working with partners or subsidiaries and therefore possess good English skills.
• Further experience in strategic service development, after-sales and software/SaaS support would be desirable.
• You are creative, proactive and solution-oriented, with the ability to switch between strategic thinking and operational excellence.
• You are a networker and bridge-builder, with a passion for rethinking service.
• Very good German language skills, both written and spoken; additional language skills are an advantage

We will inform you about the compensation structure early in the process, before we start an interview.