Global Head of Customer Support in Oberkochen bei ZEISS Group

Global Head of Customer Support (f/m/x) in Oberkochen bei ZEISS Group

ZEISS Group

Your Role

Crafts strategic plans for three core functions: Remote CSC, Technical Support, and Application Support within RMS BU Service
Articulates and communicates global support strategies to senior executives in Sales and Service Companies within RMS BU Service
Advances the 'Customer Support as a Business' model, embracing sector diversity and generating recurring revenue in RMS BU Service.
Regularly engages in dialogues with xSBU peers to devise scalable business strategies aligned with RMS BU Service goals
Oversees the escalation process from Level 2 to Level 3 in global technical support to optimize customer satisfaction
Actively incorporates innovations from the Service Digital Ecosystem into daily customer support operations within RMS BU Service
Manages the symbiotic relationship between Product Centres and Service to enhance product quality and alignment with market needs
Directs concept, design, and execution of global service training, closely aligning with regional customer support centres in RMS BU
Builds relationships with Key Opinion Leaders and senior members of key customer accounts to understand the impact on RMS BU
Supervises projects like digital tool development, CRM, and ZEISS Portal to enhance customer value and revenue in RMS BU

Your Profile

Bachelor’s or Master's degree in a related field
10+ years of experience in customer support roles covering 1st level IT Support, 2nd level technical support, training, and applications support
You understand customer needs, provides innovative solutions, and you have ideally relevant microscopy knowledge
You communicates well in diverse settings, encourages dialogue, and understands cultural nuances
You are experienced in building high-performing, diverse teams and prioritizes their development within the Service organisation
You demonstrate integrity and foster a culture of trust and accountability
You are able to balance a team and the business goals, leverage market and tech insights
You have exceptional project management and analytical skills; can juggle multiple priorities
You utilize data analytics for making strategic decisions within the Service
You are business-fluent in written and spoken English
You are willing to undertake international travels