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Director Service EMEA

Düsseldorf, Germany · Full-time · Management

About The Position

Are you passionate about creating a new world? Do you find it exciting, at least as much as we do, when people, technology, design and fashion meet?

Nice to meet you - we are Kornit Digital!

A leading-edge global company that develops, manufactures and markets state-of-the-art printing solutions for the textile, garment & apparel decorating industries is looking for you!


Service Director Europe

Reporting to the Managing Director of Kornit Digital Europe

Place of work: Dusseldorf  

Summary:

The Service Director responsibility is to continuously improve the total customer experience and the service business revenues in the region by cultivating existing customers as well as constantly promoting business initiatives such as customer empowerment, upgrades etc.

The Service Director is responsible for leading all Europe Service activities and business aspects, from day-to-day management to strategic long-term planning with full P&L responsibility. The Service Director is part of the region leadership team together with Kornit’s global Customer Service management team.

The Service Director will act as a role model by delivering outstanding customer service: 20% of their time will be dedicated to supporting customers (point of contact for complex and escalated queries)

PRIMARY RESPONSIBILITIES:

  • Full accountability for European Customer Service, Total Customer Experience (TCE) results and business performance (financial) results.
  • Leading strategic direction towards significant TCE growth.
  • Strengthening a solid organization in EU Customer Service in all aspects, including business performance, leadership, infrastructures, routines, to ensure continuous scale up and engagement. 
  • Leading a management team of 5, and a team of around 27 people overall.
  • Establish and implement short and long-term goals, objectives, policies, and operating procedures in the region which are aligned with Company guidelines and policies  
  • Hold an in depth understanding of our existing install base, channels, and end-user needs. 

Requirements

QUALIFICATIONS 

  • At least 5 years’ experience in senior service leadership roles, managing P&L end to end with at least 20 people, (with HQ outside the immediate region – a plus).
  • Proven track record to increase TCE and service revenues.
  • At least 3 years' experience in capital equipment industry.
  • At least 3 years’ experience from EU countries.
  • Experience in managing a business operation combining working with distributors.
  • Undergraduate degree from an accredited institution. MBA considered as a plus.

 

DESIRED SKILLS & EXPERIENCE

  • Minimum 8-10 years of experience in delivery/services team management & leadership, encompassing high customer service orientation on the basis of strong business and technical acumen
  • High level experience in inkjet market and print market knowledge
  • Demonstrated track record of excellence and over-achievement in similar position(s)
  • BS in Computer Science, Electrical Engineering or related technical degree preferred; Business certifications preferred
  • Excellent English and German, both writing and speaking level. Further languages are advantageous
  • High results orientation and drive.
  • Great interpersonal skills, trust and relationship building competencies with customers, employees and HQ functions
  • High-level of written and verbal communication in English and German
  • High cultural sensitivity - able to communicate effectively with people from all over Europe

 

This position requires extensive travel >50% 

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