Responsibility for our service locations in Mainz/Sörgenloch, Saarland, Stuttgart and Baden-Baden
Professional and disciplinary leadership of a team of approximately 80 employees, including coaching responsibilities
Act as an interface between customers and staff and as a link between sales and service
Promote a customer-focused service culture
Manage escalations for critical customer issues or problems
Monitor and optimize service quality and processes using KPIs
Identify and implement improvement measures to increase the efficiency and effectiveness of our business operations
Responsibility for site infrastructure (e.g., grounds, buildings, facilities, furniture, inventory) and close cooperation with the corporate real estate department
Reporting line to the Managing Director Service & Academy Dr. Graessner

Successfully completed vocational training in IT or a comparable qualification
At least 2 years of experience leading service teams and 5 years of professional experience in IT support, customer service or IT project management
Experience in customer service, ideally in a technical environment (software and/or hardware)
Strong service orientation, enjoyment of working with people and excellent communication skills
Confident manner, pragmatic working style and commercial/entrepreneurial thinking
Very good German language skills and proficiency in MS Office
Flexibility and willingness to travel extensively (approximately 50%), enjoyment of fieldwork and driving licence class B

IT Support Expert, Head of Customer Service

Key skills