Reference: 166 15/12/2021 08:29:37

Customer Service Support Manager.

Wetzlar - Germany Depending on Experience

Our client has helped shape the future for over 170 years by developing groundbreaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of their culture and the foundation of our success.

Want to be part of a company whose products are part of cutting-edge research around the world? Join this firm in their commitment for brilliant solutions and insight.

Together, thjey’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.


Customer Service Support Manager*in DACH (d/w/m)

Your Responsibilities:

  • You are the main partner for all customer request related to aftermarket activities and you are responsible for the following tasks:
    • Prioritize and track all open cases to ensure the required response and resolution times
    • Understanding of customer problems and proper documentation as well as forwarding to remote service teams
    • Ordering spare parts, if required and monitoring punctual delivery
    • Quotation to and follow-up with customers to receive orders in time if the intervention is not covered by a contract or guarantee
  • You are responsible for the coordination of the appointments with the customers in alignment with the delivery time of the spare-parts and dispatching Field Service Engineers
  • Follow-up on the execution and ensuring hand-offs are properly done and with no delays is your responsibility
  • You optimize the scheduling of field service technicians to ensure fast response times, reduce travel times and assign employees according to their skills
  • You will work closely with the service sales team to generate potential orders for service products, such as service contracts
  • You will identify improvement and optimization areas in collaboration with the service teams to implement continuous improvement activities and projects to achieve agreed KPI's
  • Regular review of case documentation, identification of deficiencies, discussion of needs and corresponding potential for improvement is your responsibility
  • You are responsible for all aspects of leadership (planning, leadership, promotion, evaluation)


Our Expectations:

  • You have a degree with a focus on business administration and several years of professional experience, including management experience
  • You have already gained experience in dispatching Field Service Engineers - ideally, not essential
  • High customer orientation is a matter of course for you
  • Your ability to plan and organize, coupled with a high level of decision-making ability, distinguishes you
  • You are experienced with CRM and ERP systems
  • Experience with SAP and BDE Service Cloud is an advantage
  • Very good written and spoken German and English language skills; knowledge of French and/or another European language would be an advantage


What You Will Receive

  • Attractive Benefits Package (Pension, Healthcare and many more benefits)
  • Competitive Salary and Commission Scheme
  • Continuous training, support and focus on your personal development


Get More Insight



Are you interested to discover new opportunities in an innovative, team-oriented environment? Then do apply below. We are looking forward to your application!

Our client is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

When you join us, you’ll also be joining a global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful tools and the stability of a tested organization.

Here, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.



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Sophie Waite
Sophie Waite
Business Consultant View Profile

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