Senior Manager Field Services - Hardware/ Cash Technology
Job details
FIELD SERVICE SENIOR MANAGER Location: Hamburg, Germany – Hybrid Role Are you ready to take on a pivotal leadership role in a global, innovation-driven company? This is your chance to shape a brand-new service department, leave your mark on a growing organization, and help redefine customer service excellence in the fintech and IoT space. Our client is a global leader in physical finance, combining intelligent devices, SaaS solutions, and cutting-edge technology to revolutionize self-service experiences for businesses worldwide. They are seeking a Field Service Senior Manager to join their dynamic team in Hamburg. If you’re passionate about engineering, operations, and building high-performing teams, this is the role for you! Why Join Us?
- Create Impact : Lead the development of a new service division from scratch, driving operational excellence and customer satisfaction.
- Hybrid Flexibility : Enjoy the freedom to work both remotely and on-site in Hamburg.
- Attractive Package : Competitive base salary (€90k–€95k), performance bonus, company car, and other benefits.
- Global Reach : Collaborate with local German teams and a wider European network in a financially stable and growing business.
- Autonomy & Leadership : Take full responsibility for service operations, P&L, and strategic decision-making in a hands-off, trust-based management environment.
- Build from the Ground Up : Establish and lead a new service department, including field service engineering, helpdesk operations, and spare parts management.
- Own the Service P&L : Drive profitability and continuous improvement in service delivery processes.
- Lead High-Performing Teams : Manage in-house and third-party field service engineers to deliver exceptional support aligned with SLAs.
- Ensure Operational Excellence : Oversee device installation, final configuration, and proactive issue resolution using advanced monitoring systems.
- Collaborate Across Functions : Work closely with commercial, R&D, and operations teams to ensure seamless service rollouts and customer handovers.
- Drive Customer Satisfaction : Implement strategies that delight customers and create “raving fans” through exceptional service.
- Ensure Compliance & Safety : Uphold health, safety, and compliance standards while maintaining robust reporting and KPIs.
- Experience :
- 5–10 years of leadership in service operations or customer service, preferably in engineering or technology sectors.
- Proven ability to build teams, manage budgets, and implement process improvements.
- Skills :
- Fluency in German and English (C1 level).
- Strong interpersonal, communication, and problem-solving abilities.
- Expertise in using CRM systems and service-related technologies.
- Leadership :
- A track record of motivating and developing teams in a dynamic environment.
- Strategic planning and hands-on management capabilities.
- Knowledge :
- Familiarity with customer service best practices, KPIs, and regulatory standards.
- A chance to leave your mark on a global business by creating a new department.
- Career growth opportunities in a structured, stable, and innovative organization.
- Hybrid work flexibility to balance professional and personal life.
- An attractive compensation package with bonuses, a company car, and additional benefits.
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