Head of Service (m/w/d)

NVision Imaging Technologies • Remote (Germany) • 2w ago

Your mission

We’re seeking a Head of Service (m/f/d) who will play a pivotal role in designing, implementing, and managing our technical service processes and strategies with the ultimate goal of driving customer satisfaction at every touchpoint. As we are currently building our service infrastructure from the ground up, this role is critical in establishing robust technical approaches, efficient workflows, SOPs, service tools, and documentation structures. We offer a hybrid model, providing flexibility to work remotely while also being present in the Ulm office to collaborate with the team when needed. This position requires close collaboration with our R&D, operations, application science and business teams to ensure seamless service integration and continuous support for product development. Main responsibilities:

Technical Service Strategy & Process Development:

Build and implement end-to-end service processes, including service structures, documentation frameworks, SOPs, manuals, KPI and quality assurance strategies.
Implement and manage appropriate service tools and to streamline the internal processes (e.g. CRM/ERP tools).

Technical Service Management & Customer support:

Contribute to the scientific and technical aspects of the product and supporting testing of new products and solutions, by sharing technical insights and feedback from the field to engineering, product development teams, as well as contract manufacturers, to enhance performance and serviceability.
Design and manage technical installation procedures, maintenance plans and comprehensive service plans for our ranges of polarizers, as well as Service agreements.
Serve as an escalation point for critical technical issues, ensuring customer satisfaction and operational excellence.
Conduct and support complex and custom onsite installations, pre-visits, maintenance and service activities when required.

Team Leadership & Development:

Lead, mentor, and expand a high-performing and international service team
Develop and execute training programs for service staff and customers, ensuring technical proficiency and customer-centric service delivery.
Coordinate service assignments with the customer service and sales team, to ensure timely resolution of service requests.

Cross-functional Collaboration:

Act as the interface between the Service function and R&D, the FAS team and Operations to ensure product and service alignment and supporting pre-sales activities with technical expertise.
Support smooth handover processes and cross-departmental coordination to deliver an exceptional customer experience.

Documentation & Compliance:

Ensure compliance with industry standards and safety regulations, especially in relation to international logistics, hazardous materials handling and monitor and manage the certification status of the field service team.

Your profile

Degree in Engineering, preferably in Electronics or Medical Engineering
Minimum of 10 years experience in technical service roles involving high-end technological equipment, ideally within the MedTech or BioTech industries or a similar field.
Proven leadership track record, with significant experience building and scaling service teams—experience in startup environments is a strong plus.
Demonstrated success in developing and executing service strategies and infrastructure from scratch.
Strong problem-solving skills, a hands-on mentality, and a deeply rooted customer orientation.
In-depth knowledge of systems involving electronics and precision mechanics.
Proficient in service tools and platforms (e.g., CRM/ERP systems).
Valid driver’s license and willingness to travel both domestically and internationally.
Fluent in English; German language skills are a plus.

Why us?

Competitive compensation, based on base salary and stock options
Hybrid working model possible, offering flexibility to work remotely while being able to attend in-person meetings as required
Key role in a highly advanced and fast-growing startup company
Impactful product promoting better understanding and treatment of disease
International and dynamic team, from over 20 different nationalities
Permanent employment contract, providing stability and long-term career growth opportunities
30 vacation days and excellent work-life balance
EGYM Wellpass Membership
Annually health budget
Flexible working hours
Annual health budget (Allianz bKV)

contact information

Any questions? Please contact:

Sandra Schärli
Senior Talent Acquisition Manager
mail: careers@nvision-imaging.com

Please note that, for data privacy reasons, we'll not review applications or CVs sent via email. Unsolicited applications can be submitted here.

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About us

NVision is a quantum biotech startup based in Ulm, Germany, with Tier 1 investors from the USA and Europe. We are just leaving stealth mode, moving from local R&D to global commercialization and expansion.

We are developing a technology that will enable MRI-based imaging of real-time metabolism in the body, with tremendous potential for research and applications in oncology, cardiology, neurology and more. Our company brings together expertise in physics, chemistry, engineering and medicine, and we are collaborating with scientists and clinicians from top medical and research centers such as Memorial Sloan Kettering in New York, MD Anderson in Texas, Technical University of Munich, Cambridge University in the UK and more.

NVision is developing fast, robust and easy-to-use hyperpolarization technology for preclinical and clinical research in our POLARIS product line. Those devices are placed close to an MRI scanner in a research or clinical environment to produce hyperpolarized contrast agents on demand in a fast, fully-automated, multi-step chemical process. Key steps of the process contain fluidic transport across multiple vessels and chemical mixing and separation processes in fully-reuseable or single-use disposable fluid paths. We develop our commercial products jointly with external design and manufacturing partners and the process development as well as the design and manufacturing of prototypes is done entirely in-house.

We offer a dynamic international working environment, with immense room for growth, that encourages personal initiative and open communication.