Head of Field Service Punch & Combination Machines responsible for Field Service Team within the technology and its customers. Ensure employee satisfaction, training levels, safety and productivity standards within the technology. Ensure implementation and adherence of team to company guidelines on procedures in the field, mission and expense reporting, following of health and safety regulations, Complaint Management Duties & Responsibilities • Ensure that team follows TRUMPF standards, methods, tools and platforms • Responsibility for capacity planning and fulfillment of skills matrix for technology: Implement qualification/training plan and capacity requirements (short-, mid- and longterm), plan trainings for employees • Define targets for the group esp. with respect to process performance • Manage team, responsible for all personnel related tasks like performance reviews, time and attendance, PTO, expense reporting • Review KPIs with Technology manager and develop respective measurements for individual techs. Evaluate employee performance and provide employees with feedback. • Support employees in their professional and personal development Control and train the implementation of standards and procedures e. g. spare parts and tooling returns, mission reports, expenses Work closely with Technology Service Manager • Complaint management in the technology POC for sales and customer inquiries • Manage escalated open issues and escalations, consult the customer concerning improvements and find solutions with management • 30% travel time with FSEs / customer visits Experience Minimum three years of customer service management. Great interpersonal and communication skills. Analytical and problem-solving skills are required. Experience establishing credibility; developing and maintaining relationships with internal and external customers. Education Bachelors degree in a technical field, or the suitable combination of education and work experience.