The posting
• Analyze, define and continuously improve global GSEC and support-related processes, workflows and interfaces. • Develop pragmatic process standards, templates, working instructions and governance material that are easy to adopt globally. • Own and improve tooling concepts for Jira, Confluence, dashboards, reporting solutions and other collaboration platforms. • Build and maintain KPI structures, dashboards and recurring reports that convert operational data into actionable management insights. • Perform data analysis to identify trends, bottlenecks, recurring failure patterns, process gaps and improvement opportunities. • Support automation, digitalization and AI-enablement initiatives that increase transparency, knowledge reuse and operational efficiency. • Translate stakeholder needs into tool requirements, user stories, improvement backlogs and implementation proposals. • Represent Product Support process and tooling requirements in cross-functional project discussions, especially during NPI planning, pilot phases and readiness reviews. • Facilitate cross-functional workshops, retrospectives and improvement activities with Product Support, Field Service, R&D, Quality and Manufacturing. • Use support case and technical escalation context to ensure that processes and tools solve real operational problems without making this a pure technical support role. • Support the new product introduction phase by participating in cross-functional meetings and ensuring that Product Support requirements, serviceability needs, documentation needs and operational readiness aspects are considered early enough. • Contribute to knowledge-management concepts that make lessons learned, troubleshooting information and best practices easier to find and reuse.
Your Profile • Degree in industrial engineering, business administration, computer science, information systems, data analytics or a comparable qualification. • Experience in process management, business analysis, operations excellence, service management or project management. • Strong analytical mindset with the ability to structure complex information, identify improvement levers and communicate insights clearly. • Hands-on experience with Jira, Confluence or comparable workflow and knowledge-management platforms. • Solid understanding of KPI definition, data quality, reporting logic and dashboard-driven management routines. • Ability to work with operational data sets and derive practical recommendations for management and teams. • Excellent communication, moderation and stakeholder-management skills in an international environment. • Good technical understanding of support or engineering workflows; deep product expert knowledge is helpful but not mandatory. • Experience participating in cross-functional engineering, NPI, readiness or launch-related meetings and translating support requirements into clear actions. • Fluent English skills, both written and spoken; German or Japanese language skills are an advantage.
Data Analytics Focus • Create meaningful KPI dashboards and reports for backlog, cycle time, response quality, resolution trends, NTF/DFS-related patterns and improvement follow-up. • Define data views that help teams distinguish symptoms from root causes and prioritize improvement actions based on evidence. • Improve data quality by clarifying definitions, ownership, input discipline and reporting routines. • Use analytics to support management reviews, process retrospectives, project follow-up and cross-functional escalation discussions. • Use data analytics to support NPI readiness decisions, including early visibility of known issues, support risks, documentation gaps and follow-up actions. • Identify opportunities for automation, AI-assisted knowledge retrieval and predictive indicators for support workload or quality risks.
Nice to Have • Experience with Power BI, Power Automate, advanced Excel, SQL, Python or comparable analytics and automation tools. • Knowledge of Lean, Six Sigma, BPMN, process mining, ITIL or service management frameworks. • Experience in a global service, product support, quality or engineering organization. • Familiarity with semiconductor test systems or other complex high-tech capital equipment. • Experience with AI-supported process optimization, knowledge management, chatbot enablement or digital assistant concepts.
What We Offer • A visible global role in Production Service with direct impact on operational transparency, process quality and service efficiency. • The opportunity to shape scalable tools and data-driven ways of working for an international support organization. • Close collaboration with experts from Product Support, Field Service, R&D, Quality and Manufacturing. • Room for ownership, continuous improvement, skill development and innovative digital solutions. • A collaborative, international team environment with modern tools and flexible ways of working.



