- Handling of complex customer inquiries, special cases and escalations
- Development of customer-specific service and solution concepts
- Analysis of customer interactions, feedback and recurring topics to derive concrete improvement measures
- Coordination with relevant teams for extended customer solutions and complex quotation or project inquiries
- Identification and structured handover of standardizable tasks and processes to the Customer Service department
- Documentation of best practices and lessons learned as well as contribution to the further development of services
- Professional and disciplinary leadership as well as setup and further development of the Extended Service Team
- Definition of clear goals, priorities and working methods as well as coaching the team in analysis, prioritization and stakeholder management
Head of Extended Service (m/f/d)
Darmstadt
Full-time
Permanent employee
That's The Job
That's You
- Degree with a focus on Business, Sales, Customer Management, or a comparable field
- Several years of professional experience (at least 5 years) in inside sales, customer service, or a similar role within a technical B2B environment, ideally in a leadership position (e.g., Inside Sales Team Lead)
- Several years of management experience (at least 3 years)
- Strong decision-making ability and willingness to consistently implement necessary changes
- Strong customer orientation, combined with process and system understanding (ERP, CRM, automation, ticketing systems)
- Strong communication skills and structured work approach
- Strong language skills – either German at C1 level and English at B2 level, or German at B2 level and English at C1 level. What matters most is confident communication in both languages, in writing and speaking.
- Advantageous: technical understanding of optical networking components or interest in technical products
That's What We Offer
At Flexoptix, we're more than just a workplace – we're a community dedicated to fostering growth, well-being, and success. When you join our team, you become part of a supportive environment where your contributions are valued, and your potential is nurtured. Here's why you'll love being part of our team:
- An attractive package: In addition to the gratifying salary, we offer a robust company pension plan to help you build a secure financial future and a Company Health Insurance Plan with a coverage that goes beyond the basics, providing you with additional benefits to support your health journey.
- Access to Top-notch IT and Office Equipment: Operating system and hardware of your choice, additional tech equipment that you need, screens, you name it — we want to enable you to do your best work.
- Stay Active and Healthy with our Gym partner: Maintain your well-being with our health and sports offer.
- Feeling hungry? We've got you covered! Fuel your workday with a delicious lunch from our diverse menu selection. Enjoy fresh fruit and cereal anytime you need a snack. Plus, you'll find chocolates in every corner of our office to satisfy your sweet tooth.
- Personal Development: Expand your skills and knowledge through workshops, conferences, language courses, advanced training, and webinars.
- Convenient Location and Transportation Options: Our office is conveniently located in the woods and easily accessible by public transport, car, or bicycle, making your commute a breeze and we've got you covered with covered bicycle parking and warm showers available onsite.
- Enjoy 30 days of annual vacation, giving you ample time to relax, recharge, and explore new experiences.
- Stay Active and Eco-Friendly with Bike Leasing: Stay active with our bike leasing program, offering a convenient and sportive commuting option.
- Hybrid/Onsite Working: We offer flexible hybrid/onsite working arrangements allowing you to work remotely and dedicating three days to onsite
- Discounted Public Transport Tickets: Save money on public transportation with our discounted public transport tickets, making you wanting to travel more.
- Make an impact! Work in an innovative, deep tech product that adds value to the telecommunication world! Become a crucial part of something new, big and exciting where you can truly make an impact!
That's How We Connect
Would you like to find out more about Flexoptix as an employer? Then take a look at LinkedIn, Kununu, Instagram or Facebook.
Flexoptix is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
About us
Flexoptix is a telecommunications company based in Darmstadt. Since 2008, Flexoptix has been successfully developing and marketing solutions for network transceivers under the motto "Less Bullshit more Engineering". We offer a high-end range of products, services and applications for transceivers tailored to meet the specific needs of our customers. Known for our innovation with many industry-first solutions, Flexoptix continually invests in research and development to stay ahead of industry trends. At Flexoptix, we don't just provide solutions—we engineer success.
Our Flexoptix team is international and welcoming with around 100 colleagues from over 15 countries, we cherish and foster different viewpoints and experiences each person brings.