Head of Technical Customer Support (f/m/d)

Responsibilities

• Lead, coach, and develop the Technical Customer Support team, fostering a high-performance and customer-focused culture
• Act as the highest technical escalation point, ensuring fast and effective resolution of complex cases across the full product portfolio
• Oversee end-to-end technical support operations, including diagnostics, troubleshooting, and structured case management
• Govern warranty and recall processes, ensuring compliance, cost control, and timely execution across the service network
• Drive network excellence by building technical capability, delivering training, and improving KPIs, tools, and support processes in collaboration with cross-functional teams

Qualifications

• Degree in Mechanical, Electrical, or Industrial Engineering, or a related technical field (postgraduate degree is a plus)
• 10+ years of experience in technical service, aftersales, or customer ...