Zürich Metropolitan Area
I am a Strategic Service & Operations Leader with more than 10 years of experience developing service organizations and leading cross-border initiatives in complex industrial environments. I build strong teams, establish structures that enable sustainable growth and position service as a true value-generating business unit aligned with overall business objectives. Throughout my career, I have strengthened service profitability, harmonized processes and enhanced organizational performance across markets. Core focus areas: • Service growth & profitability • Organizational development & team leadership • Process harmonization & operational excellence • International stakeholder management • Business-driven service transformation
As Head of Service, I built and developed the international service organization of Teximp SA directly managing 8 Service Managers and indirectly responsible for over 100 service technicians across 8 Central and Eastern European countries (Czech Republic, Slovakia, Slovenia, Bosnia, Croatia, Serbia, Romania, Bulgaria). My focus was on transforming service from an operational function into a profitable business unit through structured contract business, unified standards, and a strong service community. - Built a KPI-based governance framework to ensure transparency across contract performance, service profitability, and resource utilization - Significant improvement of same-day service report completion rate and substantial reduction in processing lead times - Standardized service processes across all 8 countries unified tools, templates, and workflows - Developed a full maintenance contract framework from scratch from concept and pricing models through to implementation across all 8 countries - Built a service community with annual Service Manager Meetings, weekly business reviews, and structured best practice sharing - Initiated and piloted the Fanuc AI-Servo remote support solution conducted workshops within the service community and ran a proof of concept with a major customer in Romania - Super User for Engine4 service management tool responsible for system configuration, user training, and rollout across all 8 countries; additionally digitalized expense reporting for field technicians and travel cost management for Swiss-based colleagues
As a Service Manager at Carl Zeiss AG I led the national service organization and application Team in Switzerland and actively contributed to the global Service Excellence strategy of the headquarter in Germany. In addition to operational leadership, my focus was on the strategic development of the service contract Coverage and the implementation of data-driven performance systems. - Full responsibility for service revenue, contract portfolio, and profitability of the Swiss service organization - Grew service contract business and expanded recurring revenue - Led the CRM Service rollout for Switzerland from DACH workshops in Vienna through configuration and testing to Go Live - Active contributor to the global Service Key-Group Program at HQ, monthly reviews and development of concrete improvement measures like MTTR and FTFR - Implemented KPI-based governance systems and NPS-driven performance - Annual Service Manager Meetings as a community format to foster knowledge transfer and best practice sharing
In this interface role between service, sales, and the D-A-CH HQ in Germany, I coordinated operational service workflows and actively contributed to business development. - Technical consulting and customer support interface between customers, service technicians, and headquarters - Scheduling and coordination of service technicians - Responsibility for spare parts availability and local warehouse management - Preparation of quotations and maintenance contracts - Management of business partners and warranty processing - Project team member for 5S implementation in the workshop - Preparation of technical proposals and tender documents for the sales team, including technical consulting to support the sales process
- Commissioning of new punching and laser technology systems in collaboration with the assembly team from the european HQ in Paris - Installation and programming of Fanuc robotic bending press solutions - Customer training on Fanuc software and machine operation - Revisions, repairs, and customer helpline support - Sales support for service offerings and collection of market needs
- Assembly, commissioning of wire processing machines, from cutting and crimping to housing insertion and routing, prototypes with FAT acceptance test in the automotive industry - Robot installation, teaching, and troubleshooting on automated wire processing and assembly machines - Installation and commissioning of medical and assembly technology rotary indexing machines with FAT acceptance test - Prototype development for wire processing machines and assembly machines - Led practical customer training courses global