Leiter Hörakustikfachgeschäft responsible for leading the Hörakustik team and consulting with customers. Ensuring administrative and economic responsibilities while enhancing customer service in a family business.
Responsibilities
- Manage the fulfillment of service-related contracts and agreements with customers (e.g., Service Level Agreements) and assume operational responsibility for technical services
- Coordinate major incidents and take responsibility for incident resolution, and support operational implementation owners in handling complex changes, major incidents and problems
- Assume responsibility for Service Catalogue Management, Service Design, Service Level Management and the associated processes in the ITSM tool
- Actively participate in handling customer requests, preparing proposals, customer contracts and service agreements (SLAs), and advise the sales team
- Develop metrics to govern service quality (KPIs) and implement them, and conduct regular quality reviews to improve service quality, including initiating measures to enhance quality
- Create SLA/KPI reports, manage data to improve service delivery, and prepare and present information for management
- Actively contribute to the further development of strategic topics within Service Operations and identify trends for continuous improvement of customer satisfaction
Requirements
- University degree in Business Informatics, Computer Science, Natural Sciences, Industrial Engineering, Business Administration or a comparable qualification
- Relevant professional experience in Service Level Management for technically demanding products, coordinating a complex service operation, and managing partners and suppliers
- Practical knowledge of project, risk and stakeholder management tools, project controlling and reporting, and experience in process management and process optimization
- ITIL certification (preferably ITIL Expert) or an equivalent certification
- Experience with analysis and visualization tools such as Power BI, MS Excel, etc., and with common knowledge-management tools such as MS SharePoint, Confluence, etc.
- Very good German and good English skills, both written and spoken
- Confident presence, diplomatic skills across different hierarchy levels, team spirit, organizational ability, and an independent, customer-oriented working style
Benefits
- Great team spirit in a competent and future-proof working environment with unique projects
- Balanced work–life integration thanks to flexible working models and hours, and 30 days of vacation per year
- Top equipment, modern tech stack and innovative collaboration tools
- Individual training opportunities and specialist and leadership development programs
- Attractive, centrally located office
- Sports partnerships, preventive health courses and running events
- Occupational pension plan and supportive measures for childcare and caring for relatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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