Ref. 6149

Head of Customer Service & Support

Leiter-in

Our client is one of the world's leading providers of digital software solutions and products in the life sciences sector. A strong internal services and support organisation is critical to this significant market position. We are looking for an IT services and support leader who understands how to listen, understand and articulate customer needs and requirements and work with their team to deliver excellent solutions.

How you can benefit from talking to us:

  • Salary comparison, current salary to market salary
  • Understanding your career options
  • Identification of development and promotion potential
  • 65% of candidates will be making a career move within the next 12 to 24 months

Mandate successfully completed.

CV upload
Leiter-in

Why is this role interesting for you?

Customer satisfaction is your passion

  • Making your customers smile is important to you.

 

Latest software and solutions

  • You support the latest generations of software. Your team is constantly working on the next generation of software and innovations.

 

Your experience is needed

  • Your insights and vision enable your team to reach the next level of professional and personal expertise.

 

Your proximity to the customer is essential to the success of the entire company.

  • You get the first feedback on the latest products directly from the customer. This feedback is passed on to the development team. Your ideas and impulses for customer satisfaction drive software development.

 

Positioning of our client

  • Swiss company with more than 10 international sites
  • Market leader in the field of medical software 
  • Clear commitment to the Swiss location, local software development close to the customer
  • Approximately 500 employees

Role, function and supervisor

  • Head of Customer Service and Support Health Care IT
  • Reporting to the Business Unit Leader Health Care IT Solutions & Services

 

Main responsibilities and focus

  • Management of the Customer Service and Support team with more than 10 employees
  • Professional, methodical and personal development of the team 
  • Resource planning according to SLAs 
  • Optimisation and professionalisation of support and service processes and methods
  • Ensure professional operations and increase customer satisfaction

 

Job Requirements

  • Several years of experience in managing an IT service and support team 
  • Experience in supporting business applications such as ERP, CRM, PIS 
  • Ideally experience of supporting and servicing individual software and/or enterprise applications 
  • A leader rather than a manager Passion for customer service Fluent German and good English

 

Conditions

  • Workplace: Greater Zurich area, work anywhere
  • Attractive package and benefits

Application & Contact

Erik Wirz
Erik Wirz
Managing Partner
wirz phone +41 44 515 02 60 wirz email erik.wirz@w-gruppe.com

Mandate successfully completed.

CV upload
Recruitment Process

In an initial conversation, we will give you a detailed insight into the role, the company, the culture and your development opportunities.

After an initial conversation with the partner (headhunter), you will receive further information about the role and our client's expectations. If you are interested, please send us your documents. Wirz & Partners will draw up a longlist which will be discussed with the client. From this longlist, 4-6 candidates are selected for the shortlist.

 

Time until feedback: 2-3 weeks

If you make it to the shortlist, you will move on to the next round. During the interview with Wirz & Partners, we will get to know you professionally and personally. You will receive additional information about the client, the offering, the services, the team and the KPIs. Based on all interviews and documents, we prepare a complete dossier on you for the client, including an executive summary. These documents form the basis of the structured interview process with the client. We prepare you for the interview.

 

Duration until the interview with the client: Up to 2 weeks

The first meeting with the client is about getting to know each other on an equal footing, getting to know the people and the culture. This takes place in person at the client's location and usually lasts around an hour.

The second interview focuses on professional competencies and leadership issues. You will get to know the team, the strategy and the operational goals.

You will then receive a salary proposal and an overview of the overall offer.

 

Duration until feedback: 1-2 weeks

A de-briefing with you and the client takes place after the final meeting.

We help you negotiate the contract and clarify further details. The contract is drafted and we support the onboarding process with the client.

 

Duration until feedback: Up to 1 week

What sets us apart as a leading headhunter?

OVER
15,000

Subscriber

5,0

Star Ratings on Google

OVER
10

years recognized as one of the best executive search firms in Switzerland