Customer Service Manager (f/m/x)

Life Unlimited. Smith+Nephew is a leading medical technology company that develops and produces technologies for a life without limitations.

As the Customer Service Manager (f/m/x) for our Repair Center in Tuttlingen, you will be responsible for leading our Customer Service Team, ensuring the highest levels of customer satisfaction and operational efficiency. You will oversee all customer service activities related to repairs, spare parts, and invoicing, serving as the primary point of contact for all repair-related inquiries from internal and external stakeholders.

What will you do?

• Lead and develop the Customer Service Team, including recruitment, performance reviews and ongoing training to enhance customer experience and satisfaction
• Support Demand Planning&Supply Chain Manager to ensuring Spare part availability and be responsible for substitution
• Take responsibility for internal ordering, customer and supplier creation in collaboration with our Quality department
• Set and monitor KPIs to ensure targets are achieved, implementing improvements as necessary together with the local leadership team
• Work closely with the local leadership team to align employee customer service strategies with overall business objectives
• Collaborate with stakeholders and partners through regular calls and meetings to address repair-related issues and drive process improvements
• Maintain and take responsibility office supplies, repair shop tools, and fixtures, ensuring availability for smooth operations
• Communicate spare parts and service changes to markets, updating price lists, and ensuring adherence to invoicing instructions
• Support financial analysis of spare parts and service prices to enhance company profitability
  
  
  

What do you need to be successful in this job?

• Minimum of 3 years of experience in a similar role, preferably in a matrix organization
• Strong analytical skills with the ability to work under pressure and deliver optimal results
• Excellent communication skills, with fluency in German and English; knowledge of other European languages is a plus
• Proficiency in Microsoft 365, especially Excel, and experience using SAP; AS-400 experience is a strong plus
• Familiarity with Salesforce CRM and/or ServiceMax is advantageous
• Highly team-oriented with a proactive and collaborative approach to problem-solving
  
  
  

You. Unlimited.

As a medical technology company, our primary goal is to restore and promote health and well-being. This applies equally to patients and our employees.

Inclusion, diversity and equality: We value and promote diversity in our company. Find out more about our Employee Inclusion Groups on our website.

Attractive remuneration: In addition to an attractive salary package, you will also have access to our pension plan and our share savings plan.

Work/Life Balance: 30 days of vacation, discounts on sports activities (HanseFit), mental health program and an additional day of vacation each year for volunteering (Volunteer Day).

Team: Extensive induction training by an experienced, friendly and committed team

Development: Excellent development opportunities in a market-leading, internationally successful company as well as exciting internal training opportunities (e.g. new products, internal projects)

Other benefits: Discounted lunch, free drinks, JobRad and professional & private accident insurance

Feeling intrigued? We would love to get to know you. Please submit your resume initially, preferably in PDF format, through our career portal.

Looking forward to your application!

Smith & Nephew Orthopaedics AG, Lars Thomann, Talent Acquisition Specialist, Theilerstrasse 1A, 6300 Zug

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