Head of Service (m/w/d)

We’re seeking a Head of Service (m/f/d) who will play a pivotal role in designing, implementing, and managing our technical service processes and strategies with the ultimate goal of driving customer satisfaction at every touchpoint. As we are currently building our service infrastructure from the ground up, this role is critical in establishing robust technical approaches, efficient workflows, SOPs, service tools, and documentation structures. We offer a hybrid model, providing flexibility to work remotely while also being present in the Ulm office to collaborate with the team when needed. This position requires close collaboration with our R&D, operations, application science and business teams to ensure seamless service integration and continuous support for product development. Main responsibilities:

• Build and implement end-to-end service processes, including service structures, documentation frameworks, SOPs, manuals, KPI and quality assurance strategies.
• Implement and manage appropriate service tools and to streamline the internal processes (e.g. CRM/ERP tools).

• Contribute to the scientific and technical aspects of the product and supporting testing of new products and solutions, by sharing technical insights and feedback from the field to engineering, product development teams, as well as contract manufacturers, to enhance performance and serviceability.
• Design and manage technical installation procedures, maintenance plans and comprehensive service plans for our ranges of polarizers, as well as Service agreements.
• Serve as an escalation point for critical technical issues, ensuring customer satisfaction and operational excellence.
• Conduct and support complex and custom onsite installations, pre-visits, maintenance and service activities when required.

• Lead, mentor, and expand a high-performing and international service team 
• Develop and execute training programs for service staff and customers, ensuring technical proficiency and customer-centric service delivery.
• Coordinate service assignments with the customer service and sales team, to ensure timely resolution of service requests.

• Act as the interface between the Service function and R&D, the FAS team and Operations to ensure product and service alignment and supporting pre-sales activities with technical expertise.
• Support smooth handover processes and cross-departmental coordination to deliver an exceptional customer experience.

• Ensure compliance with industry standards and safety regulations, especially in relation to international logistics, hazardous materials handling and monitor and manage the certification status of the field service team.

• Degree in Engineering, preferably in Electronics or Medical Engineering
• Minimum of 10 years experience in technical service roles involving high-end technological equipment, ideally within the MedTech or BioTech industries or a similar field.
• Proven leadership track record, with significant experience building and scaling service teams—experience in startup environments is a strong plus.
• Demonstrated success in developing and executing service strategies and infrastructure from scratch.
• Strong problem-solving skills, a hands-on mentality, and a deeply rooted customer orientation.
• In-depth knowledge of systems involving electronics and precision mechanics.
• Proficient in service tools and platforms (e.g., CRM/ERP systems).
• Valid driver’s license and willingness to travel both domestically and internationally.
• Fluent in English; German language skills are a plus.

• Competitive compensation, based on base salary and stock options
• Hybrid working model possible, offering flexibility to work remotely while being able to attend in-person meetings as required
• Key role in a highly advanced and fast-growing startup company 
• Impactful product promoting better understanding and treatment of disease
• International and dynamic team, from over 20 different nationalities
• Permanent employment contract, providing stability and long-term career growth opportunities
• 30 vacation days and excellent work-life balance
• EGYM Wellpass Membership
• Annually health budget
• Flexible working hours
• Annual health budget (Allianz bKV)