Head of Service Operations - Hybrid, Global Support

Carl Zeiss X-Ray Microscopy LLC; Huntersville (NC); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS in Huntersville, NC seeks a Head of Service Operations to lead the service and customer care organization, drive data-driven improvements, and oversee escalation, training and performance across remote and on-site teams. The role emphasizes lean processes, analytics, and cross-functional collaboration with IT and Global teams.

The position requires strong leadership, financial discipline, and the ability to influence across functions while maintaining exceptional ZEISS customer care.

Qualifications

• Five plus 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 or related experience implementing and growing professional, customer service programs.

Responsibilities

• Lead daily operations across Customer Interaction Center, Remote and Technical Support, Contract Renewal, After Sales and escalation handling.
• Develop and maintain SOPs, process controls and business rules for service execution.
• Provide actionable reporting on KPIs, service history and backlog to Service leadership.

Skills

People leadership

Lean processes

Data analytics

Cross-functional collaboration

Education

Bachelor’s degree in technical discipline

Tools

SAP

SAP CRM

Power BI

Job description

ZEISS in Huntersville, NC seeks a Head of Service Operations to lead the service and customer care organization, drive data-driven improvements, and oversee escalation, training and performance across remote and on-site teams. The role emphasizes lean processes, analytics, and cross-functional collaboration with IT and Global teams.

The position requires strong leadership, financial discipline, and the ability to influence across functions while maintaining exceptional ZEISS customer care.