Brand Experience Partner (f/m/x) Oberkochen Vollzeit ZEISS Group Sachbearbeiter - Einkauf (m/w/d) Herzogenrath Ausbildung HEAD acoustics Operations Manager (m/f/d) Nordrhein-Westfalen Vollzeit Dyson
Karriere als Global Head of Customer Support (f/m/x) bei ZEISS Group – Jetzt in Oberkochen bewerben
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ZEISS Group
Oberkochen
Stellenausschreibung
Your Role
- Crafts strategic plans for three core functions: Remote CSC, Technical Support, and Application Support within RMS BU Service
- Articulates and communicates global support strategies to senior executives in Sales and Service Companies within RMS BU Service
- Advances the 'Customer Support as a Business' model, embracing sector diversity and generating recurring revenue in RMS BU Service.
- Regularly engages in dialogues with xSBU peers to devise scalable business strategies aligned with RMS BU Service goals
- Oversees the escalation process from Level 2 to Level 3 in global technical support to optimize customer satisfaction
- Actively incorporates innovations from the Service Digital Ecosystem into daily customer support operations within RMS BU Service
- Manages the symbiotic relationship between Product Centres and Service to enhance product quality and alignment with market needs
- Directs concept, design, and execution of global service training, closely aligning with regional customer support centres in RMS BU
- Builds relationships with Key Opinion Leaders and senior members of key customer accounts to understand the impact on RMS BU
- Supervises projects like digital tool development, CRM, and ZEISS Portal to enhance customer value and revenue in RMS BU
Your Profile
- Bachelor’s or Master's degree in a related field
- 10+ years of experience in customer support roles covering 1st level IT Support, 2nd level technical support, training, and applications support
- You understand customer needs, provides innovative solutions, and you have ideally relevant microscopy knowledge
- You communicates well in diverse settings, encourages dialogue, and understands cultural nuances
- You are experienced in building high-performing, diverse teams and prioritizes their development within the Service organisation
- You demonstrate integrity and foster a culture of trust and accountability
- You are able to balance a team and the business goals, leverage market and tech insights
- You have exceptional project management and analytical skills; can juggle multiple priorities
- You utilize data analytics for making strategic decisions within the Service
- You are business-fluent in written and spoken English
- You are willing to undertake international travels
Your ZEISS Recruiting Team:
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