- locations
- Oberkochen
- time type
- Vollzeit
- posted on
- Vor 24 Tagen ausgeschrieben
- job requisition id
- JR_1033940
The Service Excellence Manager is pivotal in enhancing collaboration, driving continuous service improvements, and ensuring efficient, customer-oriented processes across RMS Global Service & Customer Care HQ and SSCs.
Your Role:
Utilize the Service Excellence Guidebook & Framework to drive service improvements, identifying and implementing the most valuable enhancements for our customers, such as electronic market advancements and remote service initiatives.
Balance the needs of HQ and SSCs to achieve optimal customer-oriented solutions in service excellence.
Analyze processes, services, and organization using key metrics to define and implement measures that ensure service excellence and fulfillment of the service agenda.
Challenge the status quo of SSCs and RMS HQ by providing objective assessments, actionable recommendations, and optimizing global service processes.
Provide guidance on process and performance indicators, offering training and information across different job levels within SSCs.
Drive the harmonization and standardization of processes and structures, shaping the operational framework of ZEISS for the future.
Facilitate cooperation between SSC, RMS HQ, and regional service leaders.
Support transformation projects like Fit4 and NextGenCRM with effective communication, preparation, and best practice sharing.
Lead initiatives that enhance service process optimization and aim to provide differentiated customer service.
Manage communications with key executive stakeholders, overseeing progress reports and handling escalations. Identify, escalate/mitigate, and resolve business-related issues within the department.
Lead or monitor cross-functional strategic or operational projects.
Develop service dashboards and further standardize reporting mechanisms.
Your Profile
Masters degree in engineering, economy or similar.
Results-oriented with excellent analytical, organizational, and change management skills.
Proactive, curious, and creative in addressing challenges. Fluent in German and English, both written and spoken.
Proven experience in driving projects focused on business process excellence or similar performance improvement areas.
Highly motivated with a strong customer orientation and business impact focus.
Effective communicator with the ability to empathize and interact with diverse backgrounds.
Capable of building collaborative relationships with key stakeholders and leading cross-functional teams.
Able to take a leadership role, moderating and guiding discussions and decisions between ZEISS HQ, process experts, and SSCs effectively.
Ihr ZEISS Recruiting Team:
Stefan Schmid