As a Service Expert, you are the technical backbone of our Service & Academy department. Reporting directly to the Head of Service & Academy, you drive the professionalization and scalability of our service operations – from process design and spare parts strategy to key account service agreements and systematic field-feedback management.
- You define, document, and continuously improve all service processes (commissioning, troubleshooting, on-site/remote service, escalation, and returns), ensuring a scalable framework that keeps pace with our rapid growth.
- You design structured spare parts packages per robot platform, define recommended stock levels based on installed base, and align with Purchasing and Logistics on availability and replenishment strategies.
- You develop and maintain service-level agreements and framework contracts for key accounts – including scope of services, response times, pricing models, and KPI-based performance tracking.
- You introduce and embed best-practice methodologies within the service team, such as standardized troubleshooting guides, a centralized knowledge base, training formats, and regular lessons-learned cycles.
- You ensure joint together with your counterpart in the quality department, that field insights are systematically fed back to R&D, Quality, and Production by capturing and categorizing field issues, initiating and tracking root-cause analyses (8D, Ishikawa, 5-Why), and monitoring the implementation and effectiveness of corrective actions(Paynter Charts).
- You bring several years of experience in technical service, service engineering, or after-sales, ideally in mechanical/plant engineering, robotics, or automation.
- You have a strong process mindset and hands-on experience with quality methods such as Paynter Charts, 8D, FMEA, or CAPA.
- You are confident in dealing with key accounts and able to translate between field operations, engineering, and management.
- You possess solid knowledge of ERP and Jira Service Ticketing System and are comfortable working with data to drive decisions.
- You combine structured, analytical thinking with a pragmatic startup mentality and a hands-on approach.
- You bring fluent German and English language skills.
