Head of Customer Service Excellence

At Klaxon Mobility, part of the Etac Group, we develop innovative mobility solutions that enhance independence, freedom, and quality of life. Our products make a meaningful difference to people around the world, and we are now looking for an experienced and inspiring leader to join us as Head of Customer Service Excellence.

In this key leadership role, you will be responsible for shaping and developing our Customer Care organization to support continued growth and deliver an outstanding customer experience. Combining strategic leadership with operational execution, you will drive customer excellence, process efficiency, and commercial performance across our international business.

As a member of the local leadership team, you will play an important role in defining the future direction of the business and ensuring that customer needs remain at the heart of everything we do.

Your main responsibilities

• Lead and develop the Customer Service department, with responsibility for performance, people, and budget.

• Drive continuous improvement and scaling of customer service processes to ensure customer satisfaction in an international B2B environment.

• Oversee the complete order-to-delivery process, including order management, logistics coordination, claims handling, and technical customer support.

• Develop and implement strategies to enhance customer excellence, operational efficiency, and commercial effectiveness.

• Identify and drive growth opportunities within after-sales activities.

• Establish annual business plans, define KPIs, and monitor performance to ensure delivery against business objectives.

• Collaborate closely with Sales, Supply Chain, R&D, Quality, and other key stakeholders to create a seamless customer journey.

Your future role

Reporting directly to the Managing Director, you will be based at our office in Arnoldstein, Austria, and become a key member of the local leadership team.

The role involves close collaboration with colleagues across Europe and North America, as well as customers and business partners worldwide. Success in this position requires strong leadership, a collaborative mindset, and a genuine passion for creating exceptional customer experiences.

Your profile

We are looking for a leader who brings:

• A Bachelor's degree in Business Administration, International Business, Supply Chain Management, Customer Service, or a related field.

• Several years of leadership experience in Customer Excellence, Customer Service, Commercial Operations, or a similar management role.

• Proven experience driving business performance, process improvements, and organizational development.

• Experience from a technical manufacturing environment, preferably within medical devices, electronics, mechatronics, or another highly regulated industry.

• Strong digital capabilities, including experience with ERP/CRM systems and Microsoft Office applications.

• Fluent English communication skills, both written and spoken. German and Italian language skills are considered a strong advantage.

As a person, you are a hands-on and inspirational leader who combines strategic thinking with a pragmatic approach. You are highly customer-focused, commercially minded, and motivated by delivering results. You thrive in fast-paced environments and feel comfortable navigating ambiguity and change. With your strong communication skills and collaborative mindset, you build trust and engagement across teams, functions, and cultures.

Why join Klaxon Mobility and Etac?

This is an opportunity to join a growing global medical technology company where your leadership will have a direct impact on both business success and people's quality of life.

• A key leadership role with significant influence on business performance and customer experience.

• The opportunity to shape strategy, drive change, and implement your ideas.

• A purpose-driven organization that improves independence and quality of life for people around the world.

• A healthy work-life balance and flexible ways of working.

Interested?

Applications are reviewed on an ongoing basis, so we encourage you to apply as soon as possible. If you would like to hear more about the position, please contact Eva-Karin Frid (HR Manager) via email [email protected]