Head of Service Operations

The Service Operations is a global network of Service Centers, Field Service Teams and local warehouses that acts as the executional part (local business enabler) of GSE for repairs and on-site services. The Head of Service Operations sets the strategic direction for the development of the Service Centers and the related local offerings. He is responsible to improve the efficiency in terms of lead time, sales per employee and field service coverage. The Head of Service Operations aligns with customers, sales, the VAT Assembly in CH and MY and the BUs to optimize the local structures. He develops the department to handle future requirements and supports the local Service Centers in terms of investment planning, capacity planning and customer management. The role bridges the business and the operations and is responsible to create a globally thinking but locally acting network of Service Centers that follow identical standards and procedures and that shares best practices globally.

Your responsibilities include, but not limited to -

• Definition of the service operations strategy to develop the service operations according to market demands and to expand the strong position of GSE in repairs, field service support, adjacent service offerings and local customer consignment stocks

• Identification of adjacent service offerings / fields (e.g. coating, cleaning) to further expand the offered portfolio

• Upgrade of the local service centers strategically in terms of technology and processes to increase efficiency

• Formation of a global service center network to create and use synergies, to define global standards and to lever best practices

• Interface to VAT Operations to jointly define and implement best practices and ensure to follow identical quality standards

• Handling of warranty cases (enabling of Service Centers to create Failure Analysis reports), preparation of product recalls and updates

• Definition of the global warehouse strategy and management of the global inventory for GSE

• Definition and roll-out of repair and documentation procedures globally

• Meeting customers to understand requirements, pain points and needs

• Management of the seven local service centers on a day2day-base in alignment with the GMs

• Management and development of the local Field Service Engineering Teams according to customer requirements

• Investment planning based on development plan per Service Center

• Implementation and optimization of the Service Center Software to further increase efficiency and speed

• Management of the Inside Sales team, which includes pricing of catalogue products & consulting on spare parts usability in Inside Sales

• Development and constant rollout of product and process trainings for the Service Center Staff

KEY EXPERIENCES - What experiences bring success to this position

• 10+ years of experience in global operations management with strong local mindsets

• Business development acumen to identify new service opportunities

• Deep understanding of operations strategy and development

• Creation of scalable service operations (Service Centers and Field Service)

• Strong understanding of assembly and testing technology to update the Service Center equipment constantly

• Experience in handling customers

• Strong understanding of how to define operational processes and standards

• Experience in management global organizations with strong local mindset

COMPETENCIES - What competencies bring success to this position

• Ability to create global long-term plans and cascade them into local action plans

• Strong understanding of how to set up and develop scalable organizations

• Strong technical understanding with good business development acumen

• Ability to think in processes from an end-to-end perspective (logistics, decon, part supply, execution, EOL-testing, documentation etc.)

• Visionary understanding of Field Service organizations and their strategic role in the customer lifecycle

• Inspiring personality to form a motivated and aligned global network that constantly improves efficiency

• Ability to handle complex and stressful situations

• Management of international teams