Aftersales & Service Portfolio Specialist

About the job

We are looking to strengthen our Customer Service & Aftersales department. The large installed base of our machines offers a significant, yet untapped potential in aftersales. In this newly created role, you will take a leading part in further developing and measurably strengthening our service and spare parts business. You will report directly to the Head of Customer Service.

Aftersales & Service Portfolio Specialist

Your tasks:

• Pricing: You develop the market-specific pricing strategy for service and spare parts, continuously review it, and are responsible for the ZAUGG spare parts price list.
• Performance management: You monitor the key aftersales KPIs such as service revenue share, margin, first-time-fix rate, OTD and spare parts availability.
• Service portfolio: You design the portfolio of maintenance contracts, service and spare parts packages, digital services and product training.
• Marketing the installed base: You plan and execute campaigns for maintenance contracts and upgrade offers.
• Demand and inventory models: Together with SCM, you develop stocking models that optimally balance delivery capability and inventory costs.
• Lifecycle management: You design and implement a system-supported product life cycle at the spare parts level, together with SCM and engineering.
• Transformation: You lead digitalisation and organisational projects in customer service, especially the introduction and operation of our webshop.
• Additionally, you coordinate retrofits and upgrades with Product Management and conduct training for employees, dealers and customers.

Your profile:

• Technical basic training with business management further education (e.g. Technical Salesperson, Business Administrator HF, or equivalent)
• Initial experience with pricing models or in leading projects in the field of digitalisation
• Several years of experience in customer service or aftersales in an industrial environment
• Structured, independent and quality-conscious personality
• Team player with enjoyment in working in interdisciplinary, small and dynamic teams
• Very good German and English skills; additional languages are an advantage
• Solid MS Office skills as well as experience with ERP systems (SAP) and digital management tools

Your opportunities:

We offer you a versatile, interesting and varied role in a company shaped by tradition and innovation. Furthermore, you will have a flexible working environment with plenty of scope for creativity.

If we have sparked your interest, we look forward to receiving your complete application dossier.