Service Expert (human)
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Reach the decision-maker — $5About the role
Your mission & challenges As a Service Expert, you are the technical backbone of our Service & Academy department. Reporting directly to the Head of Service & Academy, you drive the professionalization and scalability of our service operations – from process design and spare parts strategy to key account service agreements and systematic field-feedback management. • You define, document, and continuously improve all service processes (commissioning, troubleshooting, on-site/remote service, escalation, and returns), ensuring a scalable framework that keeps pace with our rapid growth. • You design structured spare parts packages per robot platform, define recommended stock levels based on installed base, and align with Purchasing and Logistics on availability and replenishment strategies. • You develop and maintain service-level agreements and framework contracts for key accounts – including scope of services, response times, pricing models, and KPI-based performance tracking. • You introduce and embed best-practice methodologies within the service team, such as standardized troubleshooting guides, a centralized knowledge base, training formats, and regular lessons-learned cycles. • You ensure joint together with your counterpart in the quality department, that field insights are systematically fed back to R&D, Quality, and Production by capturing and categorizing field issues, initiating and tracking root-cause analyses (8D, Ishikawa, 5-Why), and monitoring the implementation and effectiveness of corrective actions(Paynter Charts). What we can look forward to • You bring several years of experience in technical service, service engineering, or after-sales, ideally in mechanical/plant engineering, robotics, or automation. • You have a strong process mindset and hands-on experience with quality methods such as Paynter Charts, 8D, FMEA, or CAPA. • You are confident in dealing with key accounts and able to translate between field operations, engineering, and management. • You possess solid knowledge of ERP and Jira Service Ticketing System and are comfortable working with data to drive decisions. • You combine structured, analytical thinking with a pragmatic startup mentality and a hands-on approach. • You bring fluent German and English language skills.
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