Head of Technical Service Retail (m/w/d)
Core
Leading the technical service division for the Retail business unit, focusing on optimizing support services, implementing AI-based remote solutions, and managing customer escalations.
Role type
Senior leadership, Head of Technical Service
Builds
Digital and intelligent technical support solutions for retail customers
Domain
Retail / Precision Instruments / IT Services
Deliverable
production ML models
Required skills
Strategic resource planning, team leadership, recruiting, talent management, service process management, CRM system expertise, IT security compliance, negotiation, budget management, training delivery
Preferred skills
Experience in IT department of a retail company, understanding of digitalization and AI applications, familiarity with digital process optimization tools
Technologies
AI-based tools, CRM systems
Responsibilities
Oversee the expansion and optimization of support services, ensure SLA compliance, integrate software applications, handle complex customer complaints, lead technical back-office and field teams, manage test equipment pool, optimize efficiency and costs, conduct internal and external training
Seniority
Senior, hands-on IC with leadership responsibilities
