Head of Welding & 2D Laser

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

This position Head of Welding & 2D Laser is responsible for overseeing the installed base of technology, ensuring its uptime, and leading a team of Welding Field Service Engineers (FSEs) and product support staff. This role involves resolving technical and operational issues for customers, managing service activities, and maintaining high standards of customer satisfaction.

Responsibilities

• Oversee in-house and field service activities to ensure efficient case resolution and exceptional customer service.
• Manage the end-to-end responsibility of the in-house team, coordinating case solutions with the FSE team.
• Implement an efficient scheduling process for team activities, including PTO, training, and field missions, to meet customer demands.
• Ensure timely and comprehensive documentation for cases and missions, while maintaining high-quality standards.
• Develop and manage a skills matrix for the technology, overseeing employee training and development plans.
• Conduct performance reviews for direct reports, managing personnel-related tasks such as time and attendance tracking and expense reporting.
• Supervise and support a team of engineers, conducting performance reviews and random audits for quality assurance.
• Review service KPIs and implement measures for continuous improvement in process performance and capacity planning.
• Manage escalated issues, working closely with management to develop solutions and ensure customer satisfaction.
• Foster effective communication with customers, FSEs, and TRUMPF personnel, maintaining professionalism at all levels.
• Utilize SIS and SAP software systems to monitor and support technical operations effectively.
• Travel as required (20%) to support field operations and team coordination.

Experience

Minimum of three years of experience in technical service for complex machines, with strong analytical and problem-solving skills. Demonstrated ability to establish credibility and maintain relationships with internal and external customers. Extensive knowledge of TRUMPF products is preferred.

Education

Bachelor's degree in a technical field or a suitable combination of education and experience.

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