Services Standards Leader (Global Center of Excellence Team) - Remote in Düsseldorf bei Hach

The primary focus of the Global Center of Excellence - Services Standards Leader will be to deliver best-in-class standards throughout our High Growth Regions Field and Support Service teams. You will work in strong collaboration with the Regional Service and Sales leaders to understand customer requirements and trends. If you are a strategic thinker with a passion for delivering exceptional service and driving operational excellence, we would love to hear from you.

There are many cities listed for marketing purposes but there is only one opening.

This position is part of the Global Service Team and will be remote, we are open to receiving applicants located in US, Germany, UK and Brazil.

This role requires availability to travel 25% of the time globally to various sites within Europe, LATAM, South Africa and more.

In this role, a typical day will look like:

• Lead efforts to engage with High Growth Region (LATAM, MEA, South Africa, APAC) service teams to standardize service workflows, technologies, and KPIs to meet global standards.

• Lead project management initiatives from start to completion to drive continuous improvement and innovation in service center operations.

• Develop project plans, timelines, and budgets for service center improvement projects

• Coordinate cross-functional teams and stakeholders to ensure successful project implementation and achievement of project goals.

• Monitor project progress, identify risks and issues, and implement corrective actions as needed to ensure project success.

• Provide regular updates and communication on project status, milestones, and outcomes to senior leadership and stakeholders.

• Establishes Global KPI requirements for the department in line with the needs of the business, customer demands, and market trends as agreed upon with Senior Management.

• Develop monthly, quarterly, and annual KPI Service reviews.

• Serve as the primary point of contact for escalations related to service standards and work with stakeholders to address and resolve issues promptly.

• Stay current on industry trends and best practices related to service center operations and incorporate new ideas and strategies as appropriate.

• Execute methodology to drive continuous feedback from customers on (CSAT, CES, and NPS)

• Facilitate and conduct requirement reviews for new/updated contractual obligations.

The essential requirements of the job include:

• Bachelor’s degree in business, management, or a related field

• Minimum of [5] years of experience in service center operations, with a focus on developing and implementing service standards and best practices

• Knowledge of industry best practices and trends related to service center operations.

• Experience with service center technology and tools, such as CRM systems and workforce management software.

• SalesForce and ServiceMax preferred.

At Hach, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Hach can provide.

At Hach (www.hach.com), we ensure water quality for people around the world, and every associate plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.

As part of our team, you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs. You’ll also belong to a respectful and collaborative community that fosters career growth and professional development. You’ll be supported by resources that make a positive difference in your life because, at Hach, we value your authenticity and want your talents to shine.

Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment. More about us: https://www.hach.com/about-us

Hach is proud to be a Water Quality company in Veralto (NYSE: VLTO). Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential