Head of Service Operations - Hybrid, Data-Driven Leadership

ZEISS Group; Huntersville (NC); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS Group in Huntersville, NC is seeking a Head of Service Operations to lead the Service and Customer Care organization. This hybrid role oversees onboarding, triage, remote and technical support, contract renewals and after‑sales coordination across multiple teams.

Five+ years in field service or service management, a technical degree, and SAP/SAP CRM and PowerBI expertise are required. Expect travel and collaboration with global teams to optimize customer experience.

Qualifications

• Five+ years of experience in field service and/or service-related management in a high-technology equipment industry or business consulting.
• Bachelor’s degree in technical discipline education; SAP, SAP CRM, and PowerBI knowledge required.
• Strong data gathering, analysis and reporting skills with KPI focus.
• Willingness to travel internationally and work remotely as needed.

Responsibilities

• Lead and mentor customer interaction center, remote and technical support teams and contract renewal specialists.
• Develop standardized, data-driven service processes to improve speed, quality, and customer experience.
• Provide actionable KPI and performance reports to Service leadership and collaborate with IT and Global teams.
• Own service operations processes, SOPs, controls and business rules to ensure consistency and compliance.
• Oversee escalation management and ensure timely resolution of complex technical issues.
• Collaborate with Field Service, Sales, Finance, Quality, IT and Global teams to remove operational barriers.

Skills

Field service management

Customer care leadership

Operational process improvement

Data analysis

Cross-functional collaboration

English communication

Education

Bachelor's degree in technical discipline

Tools

SAP

SAP CRM

Power BI

Business Warehouse

Job description

ZEISS Group in Huntersville, NC is seeking a Head of Service Operations to lead the Service and Customer Care organization. This hybrid role oversees onboarding, triage, remote and technical support, contract renewals and after‑sales coordination across multiple teams.

Five+ years in field service or service management, a technical degree, and SAP/SAP CRM and PowerBI expertise are required. Expect travel and collaboration with global teams to optimize customer experience.