Leitung Kundenservice (m/w/d)
Core
Leading the internal and external customer service team, managing service technicians and partners, and ensuring high service quality from installation to claims handling.
Role type
Senior Service Operations Manager (HVAC/Heating)
Builds
Service portfolio and operational processes for heating systems
Domain
HVAC / Heating industry
Required skills
Team leadership, strategic process design, KPI and performance management, budget and cost control, stakeholder management, CRM/ERP system proficiency
Preferred skills
Technical background (Wirtschaftsingenieur, Meister, or Techniker in SHK), experience in after-sales for household or capital goods, digital transformation initiatives
Technologies
MS Dynamics, ERP tools
Responsibilities
Lead and develop the customer service team (internal and external), ensure customer satisfaction and service quality, optimize service processes and digital systems, manage KPIs and performance, develop the service portfolio, control budget and costs, collaborate with central service in Sweden
Seniority
Senior, hands-on IC
