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COMPANY

Our client is a member company of a German international group, one of the world’s leading suppliers of intralogistics solutions, including industrial trucks, warehouse equipment, services, automation, and supply chain solutions. It provides affordable forklift trucks, warehouse equipment, and spare parts to customers across Europe, the Middle East, and Africa through a strong Sales & Service partner network. 

To support its continued growth in this dynamic market segment, the company is strengthening their central After Sales and Technical Support organization at the EMEA headquarters. We are therefore looking for a 

Manager Technical Support EMEA (Service Manager). 

In this role, you will lead the EMEA Technical Support organization and define, steer, and continuously improve our clients technical service performance across the region. Together with your team, you ensure professional, efficient, and scalable technical support for the dealer network, manage warranty and quality feedback processes, enable their partners through training and documentation, and drive service excellence initiatives across EMEA. 

This position offers the opportunity to have a direct impact on customer satisfaction, dealer performance, and the long‑term success of the company while being part of the organization of the group.

​ What our client offers:

  • A company with a future: the company is a growing organization in a dynamic market, backed by the strength and stability of an international Group

  • A role with real impact: As part of a lean HQ organization, you will have the opportunity to shape processes, structures, and service standards across EMEA

  • A modern working environment: Flexible remote work options, attractive compensation and benefits, opportunities for professional development, a subsidized company canteen, and an open, collaborative culture

your responsibilities

Leadership & Organization

  • Lead and develop the EMEA Technical Support team (currently 6 employees located across Europe)

  • Own personnel planning, budget planning, and resource allocation for Technical Support

  • Foster a performance‑driven, collaborative, and customer‑focused team cultur

 

Technical Support Strategy & Performance Management

  • Define and continuously develop the EMEA Technical Support strategy in line with company’s and group objectives

  • Own and steer relevant service KPIs (e.g. response times, warranty performance, campaign execution, dealer satisfaction)

  • Analyze field data and insights to identify improvement potentials and drive professionalization of service support (e.g. remote support, digital tools, standardized processes)

 

Dealer Network & Governance

  • Act as the central HQ interface for the company’s EMEA dealer network regarding technical support topics

  • Ensure consistent service quality, compliance with standards, and effective technical guidance across all EMEA regions

  • Gather structured feedback from dealers and translate it into concrete improvement initiatives to strengthen company’s competitive position

 

Technical Enablement, Training & Documentation

  • Ensure effective remote support and, where required, on‑site technical support

  • Define and implement a structured technical training concept for dealers, covering new products, service techniques, and best practices

  • Collaborate closely with company’s factories and internal stakeholders on the creation, maintenance, and publication of technical documentation

  • Plan, execute, and track technical field campaigns across EMEA

 

Product Launches, Warranty & Quality Feedback

  • Collaborate with Product Management, Production, Sales, and Quality departments to ensure service readiness for new product launches

  • Ensure correct technical execution of company’s Pre‑Delivery Inspection (PDI) in Europe

  • Oversee warranty processes, performance, and cost development across the region

  • Collect, structure, and escalate quality feedback to the groups factories in far East, acting as a key interface for continuous product improvement

 

Change & Continuous Improvement

  • Drive change initiatives within Technical Support and the dealer network

  • Design and implement new service processes, tools, and standards, ensuring clear communication and successful adoption

  • Act as a key contributor to cross‑functional and international service initiatives within the group

PROFILe

  • Experience in managing service or technical support operations, ideally in an international or multi‑country environment

  • Strong technical background in forklifts, material handling equipment, or comparable industrial products

  • Proven leadership experience, including disciplinary and functional management

  • Experience working in matrix or corporate environments and collaborating across functions and regions

  • Strong analytical and structured working style, with the ability to translate data into actions

  • Proactive, solution‑oriented, and pragmatic mindset with a strong drive for continuous improvement

  • Ability to challenge the status quo and lead change

  • Excellent communication and stakeholder management skills

  • Fluent in written and spoken English. The working language for this position is English, as you will collaborate with partners and stakeholders across Europe, the Middle East, Africa, and China

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