Operational Service Manager Nordics

ZEISS Group; Birkerød; On-site; DKK 900,000 - 1,200,000; Full time

Job summary

ZEISS Group in Denmark/Sweden seeks an Operational Service Manager to lead the regional technical service team, ensuring high-quality delivery and strong customer satisfaction. You will drive service growth, develop the FSE team, and optimize spare parts availability while aligning with IQS strategy.

Responsibilities include coordinating with Sales and Business Support, enabling digital service initiatives, and maintaining close customer engagement across Denmark, Sweden, and Norway.

Qualifications

• Proven experience in service or operations management, preferably in medical devices or related industry.
• Strong leadership and people-management skills.
• Excellent customer relationship and communication abilities.
• Commercial awareness with ability to identify business opportunities.
• Solid planning and prioritisation capabilities.

Responsibilities

• Ensure efficient and high-quality service delivery with top customer satisfaction.
• Own service business outcomes in the regional responsibility.
• Develop the FSE team aligned with IQS strategy and targets.
• Ensure spare parts and tool availability for service readiness.
• Adhere to ZEISS service processes to maintain operational excellence.
• Coordinate with Technical Service, Sales and Business Support to improve operations.
• Drive Remote Service and digital solutions, retrofit and accessories initiatives.
• Travel regularly to maintain customer relationships and supervise field operations.

Skills

Service management

Leadership

Customer relationships

Strategic planning

ERP/CRM systems (SAP, Salesforce)

English fluency

Travel willingness

Education

Engineering degree

Tools

SAP

Salesforce

Job description

ZEISS is technology and innovation. Founded in Germany in 1846, we’re an internationally leading technology enterprise operating in the optics and optoelectronics industries generating more than 11.8 billion Euros in revenue with around 46,000 employees across 50 countries around the globe.

As a company wholly owned by a foundation, ZEISS is rooted in and committed to responsibility in all its activities. Therefore, 15% of revenue is currently invested in science and R&D. As the pioneer of scientific optics, we continue to challenge the limits of human imagination. With our passion for excellence we create value for our customers and inspire the world to see in new ways. We’re looking for a Operational Service Manager to join us in Denmark.

Lead and develop the technical service team with the highest customer satisfaction, efficiency, and satisfied employees, with a strong focus on business performance.

The preferred location is Denmark (Copenhagen area) or Sweden. Candidates based in Sweden must be prepared for frequent travel to Denmark and Norway.

Your Role

The role of Operational Service Manager will involve:

• Ensure efficient and high-quality service delivery, achieving the highest customer satisfaction.
• Take responsibility for the service business in the region of responsibility.
• Develop the FSE team in alignment with IQS strategy and targets.
• Ensure spare parts and tool availability to secure readiness for service activities.
• Adhere to ZEISS service processes to maintain operational excellence and compliance.
• Maintain close alignment with the manager regarding customer-related events and critical customer activities.
• Prioritize service tasks and dispatch Field Service Engineer (FSE) team depending on customer emergency or importance.
• Coordinate interfaces between Technical Service, Sales, and Business Support Functions to ensure efficient service operations.
• Support and enable FSE team to improve service performance, utilization, and quality.
• Monitor and follow up on service KPIs to ensure service performance targets and processes.
• Develop FSE team technically and personally for the benefit of the customer and the team.
• Drive Remote Service and digital solutions as well as retrofit and accessories solutions.
• Maintain and develop customer contact to understand customer requirements and drive business opportunities.
• Visit regularly customers and FSE team to understand needs, challenges, and opportunities.
• Prepare and discuss quotations with customers.
• Drive horizontal communication across functions and collaborate with internal stakeholders to continuously improve service operations.
• Participate actively in leadership meetings.

Your Experience

As a Operational Service Manager you will have:

• Proven experience in a service management, operations management, or technical leadership role, ideally within a medical devices, life sciences, industrial technology, or related environment.
• Strong leadership and people management skills, with the ability to motivate, coach, and develop high-performing teams.
• Excellent customer relationship management skills, with a commitment to delivering exceptional customer service.
• Commercial awareness with the ability to identify business opportunities and contribute to service growth.
• Strong planning, organisational, and prioritisation skills, with the ability to manage multiple competing priorities.
• Experience managing service KPIs and driving continuous improvement initiatives.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across departments and levels of the organisation.
• Strong problem-solving and decision-making abilities in a fast-paced environment.
• Experience with field service operations, resource planning, and service scheduling is highly desirable.
• A technical background in engineering, electronics, medical technology, or a related discipline is preferred.
• Proficiency in Microsoft Office and experience using ERP and CRM systems (such as SAP or Salesforce) would be an advantage.
• Fluent English, both written and spoken, is essential. Danish and/or Swedish language skills would be highly beneficial.
• A valid driving license and willingness to travel regularly across Denmark, Sweden, and Norway.