As Head of Service in US-Nrd, you will have responsibility for all service work related to US-Nrd globally with the goal of ensuring high customer satisfaction, optimal operation of machines, efficient service organization and financial profitability in the service business. You lead the service department, establish strategies, and develop the team and processes. The Head of Service is responsible for defining, measuring, and developing the KPIs that drive both operational efficiency and customer satisfaction.Key ResponsibilitiesLead and develop a multidisciplinary service organization including technical sales engineering, coordinators, project managers, technical support, spare parts, modernization and documentation teamsEstablish organizational structure, roles, and competency profiles; implement matrix and value stream-based collaboration models across functionsBuild succession and talent plans with training and certification programs; foster a culture of continuous improvement and LEAN principlesEstablish and operate an installed base management system to track customer machinery, version status, life cycle and contract statusDevelop strategies for modernization, retrofit, and upgrade campaigns to maximize machine lifetime and customer valueCollaborate with sales and product management to develop predictive service offerings, preventive maintenance, and digital monitoring solutionsLeverage installed base data to identify trends, risks, and business opportunities while contributing to the product feedback loopLead improvement projects that optimize flow, lead time, quality and delivery performance across the service value stream 
