Head of Customer Service Business Area CF (m/w/d)

Job Responsibilities

• Develop and implement the global CF customer service strategy in line with corporate and business unit strategy.

• Own service revenue, profitability and growth, including budgeting and forecasting in close alignment with SAS functions.

• Expand the service portfolio, e.g. maintenance contracts, retrofits, upgrades, and digital and data-driven services.

• Lead a global, decentralized service organization (direct and matrix reporting lines) across multiple countries.

• Build a high-performing leadership team and drive talent development and succession planning.

• Implement and harmonize global service processes, standards and KPIs (e.g. response times, first-time-fix rate, equipment availability, customer satisfaction/NPS).

• Ensure smooth collaboration with Regions, Sales, Product Management, Engineering, Supply Chain and Quality to feed customer insights systematically into products and processes.

• Own customer complaint process for CF D1-D3: Ensure efficiency and reduction of close-out-ratio as well as provide database for D4-D8 process which run in the BUs.

• Drive continuous improvement using lean methods and data analytics.

Qualifications

• In-depth understanding of service processes, spare parts logistics and field service management.

• At least 12–15 years of professional experience, including a minimum of 7 years in leadership roles in service or aftersales, ideally in machinery and plant engineering or a comparable B2B industrial environment.

• University degree in engineering, industrial engineering, business administration or a related field; an MBA or equivalent executive education is an advantage.

• Business-fluent English; German or other languages are an advantage.

• Strategic thinking combined with a hands-on mentality and strong change management skills. High intercultural competence and excellent communication and negotiation skills at all levels, including customers' top management.

• High willingness to travel (approx. 30–40%).

Vergütungsdaten

We offer an attractive salary in line with market rates, depending on your qualifications and experience. We are legally obliged to point out that the minimum salary under the collective agreement for this position is EUR 6,506.47 (as of 1.11.2026) gross per month.

We offer an attractive salary in line with market rates, depending on your qualifications and experience. We are legally obliged to point out that the minimum salary under the collective agreement for this position is EUR 6,506.47 (as of 1.11.2026) gross per month.