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?