Head of Service Operations
Core
Leading operational performance, scalability, and continuous improvement of the Service and Customer Care organization for ZEISS' EM and XRM products.
Role type
Senior management, Head of Service Operations
Builds
Standardized, data-driven service processes and support systems for customer interaction, remote/technical support, contract renewals, and after-sales.
Domain
Industrial Quality & Research / Medical Technology / Semiconductor Manufacturing Technology
Deliverable
dashboards & analysis
Required skills
People leadership, financial discipline, analytical discipline, process ownership, lean process implementation, root-cause problem solving, data analysis, system requirements definition, training program design
Preferred skills
None stated
Technologies
CRM, digital tools, ticketing systems
Responsibilities
Lead and mentor customer interaction, remote/technical support, contract renewal, and after-sales teams; Own and improve service operations processes (intake, triage, escalation, after-sales); Provide actionable reporting on KPIs, backlog, and performance; Oversee daily operations of CIC and remote support; Act as primary escalation point for complex technical issues; Design and deliver technical training programs.
Seniority
Senior, hands-on IC