Service Operations Lead (m/w/d)
Core
Lead the telephone customer service and technical service organization, including dispatch planning and service technicians, to build a scalable, KPI-driven service business.
Role type
Senior Service Operations Lead
Builds
A profitable service organization with maintenance contracts, remote monitoring, and additional service services.
Domain
Energy / Home Energy Systems
Required skills
Team leadership, dispatch planning, process optimization, KPI development, stakeholder management, business development, operational excellence, conflict resolution.
Preferred skills
Data affinity, performance management, strategic thinking.
Responsibilities
Lead and organize customer service and service operations teams; manage dispatch planning and technician utilization; develop team structures and roles; establish performance and feedback cultures; ensure excellent customer experience across all channels; analyze and optimize service processes; develop escalation and quality standards; build and develop relevant KPIs, dashboards, and reports; develop bonus and performance systems; steer productivity, service quality, and customer satisfaction; identify efficiency potentials; develop maintenance and service offerings; build a profitable service organization with recurring revenue; collaborate with Operations, Sales, and Customer Operations.
Seniority
Senior, hands-on IC with leadership responsibilities