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

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[+49] 67 42 87 27 0

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.

THE TASKS - You make a difference

• 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.

THE REQUIREMENTS - What makes you successful

• 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.