Global Customer Operations Center (COPC) Leader

Summary

Are you an effective communicator and leader guaranteeing a world class service to customers? Do you aspire to lead the global COPC managers and aim to provide high quality and efficient remote support as well as digital services to our customers? Then this is the right challenge for you!

Bühler is a global leader in manufacturing equipment to produce food, feed, and advanced material, sustainably feeding the world every day. Our Global Services Business is growing and transforming to establish Bühler as a services provider delivering customer success through a trusted and reliable partnership over the whole asset lifecycle. We are looking for a motivated and experienced Customer Operations Centre Manager to be part of our journey.

As the Leader of the Global Customer Operations Centers, you are responsible to provide outstanding remote support and connected services to improve our customers business operations worldwide. You lead, manage and develop the COPC teams in three locations in Europe, the Americas and in Asia, as well as manage the delivery through the corresponding local support centers. Further on, you are the business owner of the corresponding processes, tools and drive their continuous improvement.

Job Responsibilities

• You lead and develop the global COPC organization to deliver outstanding remote support and digitally enabled services for our connected customers world-wide
• You monitor and improve operational KPI’s, manage the global development of skills and resources, manage cost targets of the service delivery and COPC organization
• You develop and maintain a high level of knowledge in the COPC
• You drive improvement of processes, tools, knowledge management and data quality
• You drive integration of AI capabilities to further improve operational efficiency and customer satisfaction and implement new services from product management and scale its delivery
• You lead regional COPC managers and operational excellence managers
• You collaborate with other service functions like sales, field service, supply chain, workshops
• You promote services provided by the COPC in the region (internally and externally)

Qualifications

• Demonstrated Customer focus: problem solving, value creation and customer experience
• Entrepreneurial thinking, can-do attitude, resilient and continuous improvement mindset
• Effective and convincing communication in English, both verbally and written
• Stakeholder management and leading teams in global matrix organizations
• Proven leadership skills: strong decision-making ability, managing and developing people on a multinational level across regions
• Process thinking, understanding of industrialized service delivery
• You have at least 3 years of experience in international service operations or project management, and hold a Bachelor’s degree in mechanical, electrical, or automation engineering and/or possess business development or sales experience in customer service
• Experience in commercial / legal aspects of customer service and good knowledge of financial planning and digital service solutions