Vice President Service & Support (m/w/d)

With more than 1,600 customers, EPG is one of the world's leading providers of a comprehensive supply chain execution suite (EPG ONE) and offers WMS, WCS, WFM, TMS, and voice solutions to optimize logistics processes. Logistics consulting, cloud services, managed services, and logistics training at its own academy round out EPG's comprehensive range of solutions.

THE POSITION - This is what we are all about

Service and support are integral parts of our value proposition and make a significant contribution to the long-term satisfaction of our customers as well as the sustainable success of our EPG ONE Supply Chain Execution Suite. As we continue to enhance our solution portfolio, we are further strengthening our international service and support organization to meet the evolving needs of our customers and markets.

As Vice President Service & Support (m/f/d), you will assume a strategically important leadership position within our company. You will actively shape the future of our international service and support organization and make a significant contribution to the sustainable development of our service business.

Aufgaben

• You assume overall strategic and operational responsibility for the international Service & Support organization of our EPG ONE Software Suite (WMS & MFC).
• You develop and implement a sustainable growth strategy for our service business with the objective of continuously increasing revenue, profitability and customer loyalty.
• You strategically enhance our service portfolio and identify additional revenue opportunities, for example through maintenance agreements, premium support and digital service offerings.
• You lead, develop and empower an international team of service and support specialists while fostering a high-performing and customer-focused service organization.
• You ensure excellent service quality by providing proactive customer support and efficient service processes to achieve consistently high customer satisfaction.
• You drive the digital transformation of the service organization by establishing modern processes, methodologies and technologies.
• You continuously analyze and optimize service processes to improve response times, first-level resolution rates and overall service efficiency.
• You are responsible for budgeting, reporting and the commercial management of the entire service organization, including full Profit & Loss (P&L) responsibility.
• You work closely with Development, Product Management, Consulting and Sales to ensure seamless cross-functional customer support.
• You report directly to the Global COO and represent EPG confidently and professionally in interactions with national and international customers.

Profil

• Successfully completed degree in Computer Science, Business Informatics, Engineering or a comparable qualification.
• Several years of proven leadership experience in a service-oriented technical environment, ideally within the software or IT industry (e.g. WMS, SCM, MES or comparable solutions).
• In-depth understanding of software service business models and proven experience with Profit & Loss (P&L) responsibility.
• Strong affinity for digital service topics and the ability to successfully translate strategic concepts into practice.
• Strong customer focus combined with excellent communication and escalation management skills.
• Entrepreneurial mindset, strong analytical skills and a hands-on mentality.
• Willingness to travel as well as business-fluent German and English language skills.

Wir bieten

We believe that work can be fun and fit into your life. That's why, in addition to our colorful and talented team, the best clients, and a wide variety of projects and products, we also offer the following:

• Onboarding to help you arrive. An onboarding plan in advance so you know what to expect. An onboarding day to get to know us better. And an onboarding phase within your department — designed so you can arrive, understand, and get started in the best possible way.

• Tasks to help you grow. Making an impact from day one. For us, that means giving and receiving responsibility. Being able not only to voice ideas but to implement them yourself. Plus a personal development concept tailored to you — whether you're aiming for a leadership role or becoming a subject‑matter expert.

• Working hours and location? Flexible. Our flex‑time model gives you the freedom that fits your work and your life. Naturally, this also includes the option to use home office more freely.

• Collaboration and culture? At eye level. Open feedback. Regular updates from our management. Solution‑oriented teamwork. And of course get‑together events like go‑karting, the EPG Christmas party, or our LAN party — to celebrate us and our achievements.

• Now. For later. Our company pension plan (bAV) offers a great way to prepare for retirement. We provide a strong employer contribution today so your tomorrow can be as relaxed as possible.

• Movement. To stay mobile for a long time. Everyone has the opportunity to lease a JobRad. Or train in our fitness room. And if you like, you can join colleagues in the afternoon at the climbing wall.

• An industry of today. And tomorrow. The world of logistics accompanies our everyday lives everywhere. It is essential for a sustainable, livable future. What does that mean? A lot that we can move together. The opportunity to make things better. And a secure workplace that will remain relevant in the future.

• And of course, we also have a fruit basket and drinks.

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