Your tasks
* Responsibility for sub-processes in the Support Service (e.g., Remote Service, Support Request Management, Field Service Management)
* Continuous improvement of the global Support Service in collaboration with relevant stakeholders
* Documentation of processes and policies.
* Support for internal audits of international service locations
* Development of training concepts and delivery of training sessions in global teams
* Technical leadership within the global matrix organization of the Support Service at R&S.
* Definition and implementation of KPIs to measure global service performance
* Identification of deviations/root causes and initiation/monitoring of short-, medium-, and long-term measures to enhance and restore performance
* Creation of management reports
* Taking on larger projects and sub-projects
* Conducting workshops
* Point of contact for the global service community and internal customers.
Your qualifications
* Bachelor’s or Master’s degree in Business Administration, Engineering, or related fields
* several years of experience in technical support or customer service in a technology-oriented company
* Advanced experience in project and process management.
* Solid knowledge in ticketing systems (e.g., C4C, Jira Service Management) and MS Office
* Strong communication skills and the ability to collaborate with various departments and management levels
* Excellent analytical skills and problem-solving abilities.
* Well-structured work style and the ability to thrive in a fast-paced and rapidly changing environment
* Proficient in English, both written and spoken
Interested?
We are looking forward to receiving your application! Ideally, you should apply online with the reference number. If you have any questions, please feel free to contact your recruiting contact via LinkedIn or XING.
Equal opportunities are important to us. We are looking forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, ideology, disability, age as well as sexual orientation and identity.
Reference number: 13216
Recruiting contact: Sophia Schmitt