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Head of Service & Support 100% (m/f/d)

icon building Company : Virtamed Ag
icon briefcase Job Type : Full Time
icon geo-alt Virtamed Hq - Schlieren

Number of Applicants

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000+

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Job Description - Head of Service & Support 100% (m/f/d)

We believe medical education is powerfully delivered through data-driven simulation. Since 2007, we have developed the leading solutions for training outside the operating room because we believe healthcare professionals should never have to perform a procedure for the first time on a patient.

Vision
VirtaMed's vision is to improve the quality of medical care with state-of-the-art, virtual reality-based medical training and education.

Mission
Our mission is to alter the way medical skills are taught.

We believe in customer orientation, agility, diversity, and passion. We take joy in creating the best possible surgical training tools, and we are proud to be making the world a better place. This is what makes up our company culture. Read about our cultureWe are looking for a “Head of Service & Support 100%” to become even better. The position is open immediately and reports directly to the COO.

The Head of Service & Support is responsible for the leadership and operational excellence of VirtaMed's global customer service and support. This role includes developing and executing global strategies, driving initiatives, and managing the service and support teams (direct and indirect) to deliver exceptional customer experiences worldwide. The Head of Service & Support will ensure efficient handling of customer interactions, repairs, and administrative tasks, while continuously improving processes and driving growth within the Service & Support departments.

Leadership & Management:
  • Develop and implement global service and support strategies aligned with business objectives.
  • Provide line management for the Swiss Support team and foster strong collaboration with global support teams and other relevant departments.
  • Drive knowledge sharing and best practice implementation across the global teams.
Operational Excellence:
  • Lead by example in providing daily customer support, including repairs, to ensure high customer satisfaction.
  • Establish and maintain efficient processes for handling customer inquiries and technical issues.
  • Manage and optimize service and support operations to achieve key performance indicators.
Cross-Functional Collaboration:
  • Collaborate with Sales, Training & Education and R&D teams to ensure seamless customer onboarding and support.
  • Escalate complex customer issues to relevant stakeholders.
Process Improvement & Documentation:
  • Develop, document, and maintain global service and support processes and procedures.
  • Implement and monitor regular reporting to track performance and identify areas for improvement.
  • Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
Customer Engagement & Travel:
  • Represent VirtaMed at conferences, exhibitions, and customer sites worldwide to provide support and build strong customer relationships (ca. 10%)
  • Manage the support phone coverage, including after hours on-call, with equitable team distribution.
Experience:
  • Minimum of 5 years of experience as a technician or engineer working with mechatronic products.
  • Experience in international service and support environment.
  • Experience in people management.
  • Demonstrated expertise in technical troubleshooting and problem-solving.
Technical Proficiency & Passion:
  • Strong understanding of both software and hardware technologies.
  • Passion for interacting with customers remotely and in person.
  • Proven ability to lead and mentor teams to achieve goals.
Personal Attributes:
  • Pragmatic, flexible, and solution-oriented with a "can-do" attitude.
  • Strong customer focus and commitment to delivering exceptional service.
  • Ability to thrive in a dynamic and fast-paced environment.
  • Ability to set, achieve, and celebrate key milestones.
Communication Skills:
  • Excellent written and verbal communication skills in English (C1 level minimum).
  • Proficiency in German or other languages is a plus.
Today, there are over 90 VirtaMedians worldwide, with innovation headquartered in Zurich, Switzerland, and a global network of expert partners. VirtaMed’s simulation and advanced data analytics are embedded into medical education in collaboration with hospitals, medical societies, and medical device companies.

We are looking forward to your application! Please upload your CV, motivation letter, and your top-5 list of why you would like to work with us. For some recommendations from your possible future colleagues, check out the video and statements on the website www.virtamed.com at About us → Company culture.
Original job Head of Service & Support 100% (m/f/d) posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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