Technical Services Manager (f/m/d)

Overview

In this role you will oversee local service operations to support customer satisfaction, service revenue, and growth. You will work with internal teams, customers, and third‐party partners to coordinate service activities and develop the local service organization in line with regional strategy. You will drive improvements, manage escalations, and ensure quality and compliance, leveraging our service platforms to coordinate, report, and optimize performance. This is a hands-on role in a cross‐functional environment with a clear impact on service delivery and business expansion.

Responsabilità

• Coordinate installations, calibrations, repairs, maintenance and training to meet customer requirements
• Align local service organization with EMEA service strategy and support expansion of service business
• Build partnerships with third-party service providers and drive continuous improvement in service delivery
• Manage customer escalations and complaints professionally and promptly
• Utilize E365 Dynamics and SAP for service coordination, case management, reporting and admin control
• Identify service issues and trends and communicate action plans to support quality, compliance and continuous improvement initiatives

Requisiti fondamentali

• Degree in engineering, business administration or related discipline or equivalent relevant experience
• 5–7 years in service coordination, service operations or customer support
• Experience in life sciences industry is advantageous
• Strong understanding of financial principles and KPIs
• Lean and Kaizen knowledge for continuous improvement
• Proficiency with E365 Dynamics and SAP; competent in Microsoft Office and standard business apps
• Clear communication, trust-building with stakeholders, ability to manage multiple priorities and develop technical knowledge of Eppendorf equipment and service processes
• Clear communication
• Customer focus
• Multitasking
• E365 Dynamics
• SAP
• Microsoft Office