Customer Service Leader - Industrial Automation

Körber; Maia; Presencial; EUR 90 000 - 150 000; Tempo integral

Resumo da oferta

The Head of Customer Service at Körber Supply Chain Automation will lead the end-to-end service organization across warehousing, distribution, parcel and material handling automation environments. You will drive a customer-centric strategy, oversee Technical Support, Field Service, Maintenance, Service Desk, Spare Parts and Service Contracts, and ensure profitability and high customer satisfaction.

You will inspire and develop a high-performing global service team, partner with Sales on

Qualificações

• 10+ years in Customer Service or Service Operations within industrial automation or related field.
• 5+ years in leadership role managing service teams.
• Strong commercial, customer relationship and operational management skills.
• Experience driving continuous improvement and business transformation.
• Fluent in English; MBA a plus; international leadership experience.

Responsabilidades

• Define and execute the Customer Service strategy aligned with objectives and culture.
• Oversee all Customer Service operations including Technical Support, Field Service, Maintenance and Service Contracts.
• Ensure high customer satisfaction, manage key relationships, escalations, and SLAs.
• Drive operational excellence through optimization, planning and digital service initiatives.
• Own the Customer Service P&L, budgets, profitability, and recurring revenue growth.
• Lead, coach, and develop high-performing service teams with cross-functional collaboration.
• Partner with Sales on service proposals and customer value propositions.
• Ensure compliance with health, safety, quality, and regulatory standards.
• Monitor KPI like CSAT, NPS, SLA, service revenue growth, MTTR, renewal rate, and engagement.

Conhecimentos

Leadership

Customer relationships

Operations management

Continuous improvement

Strategic thinking

Stakeholder management

Problem solving

People leadership

Fluent English

International leadership

Formação académica

Bachelor's degree in Engineering, Business, Supply Chain, or related field

Master's degree (MBA or equivalent)

Ferramentas

Lean

Six Sigma

ITIL

Descrição da oferta de emprego

The Head of Customer Service at Körber Supply Chain Automation will lead the end-to-end service organization across warehousing, distribution, parcel and material handling automation environments. You will drive a customer-centric strategy, oversee Technical Support, Field Service, Maintenance, Service Desk, Spare Parts and Service Contracts, and ensure profitability and high customer satisfaction.

You will inspire and develop a high-performing global service team, partner with Sales on