Global Service Lead - Automated Photonics & Precision Engineering

Global Service Lead – Automated Photonics & Precision Engineering

We are partnering with an established international technology business specialising in automated photonic assembly, alignment and testing systems to appoint a Global Service Lead to support its continued growth and strengthen its international service operations.

This is a senior leadership role offering the opportunity to oversee and develop a global service organisation supporting advanced laser-based systems, optical technologies and precision engineering equipment. The successful candidate will take ownership of service strategy, operational performance and team development across multiple international locations, ensuring consistent service delivery, strong customer relationships and continuous improvement.

The position would suit an experienced service leader with a strong technical background, proven people management capabilities and experience coordinating international teams within a complex engineering, automation or capital equipment environment.

The Opportunity:

The successful candidate will lead and develop a global service organisation spanning Europe, the USA, China, Taiwan, Thailand and Malaysia, working closely with senior leadership and cross-functional teams to improve service performance and support business growth.

You will be responsible for establishing consistent global service processes, improving responsiveness to customer requirements, optimising spare parts availability and ensuring effective coordination between regional teams. This role combines strategic leadership with hands‑on operational management, offering the opportunity to shape the future of a growing international service function.

Key Responsibilities:

• Lead and develop international service teams, ensuring consistent standards, effective collaboration and strong operational performance across global locations.
• Develop and implement global service strategies, processes and performance standards aligned with wider business objectives.
• Oversee day‑to‑day service operations, resource planning, workload allocation and coordination of customer support activities.
• Establish and maintain effective service response processes, ensuring customer enquiries are addressed within 12 hours and global service coverage is maintained through the international network.
• Drive continuous improvement across service delivery, identifying opportunities to improve efficiency, quality, responsiveness and customer satisfaction.
• Manage, coach and develop service managers and technical personnel, supporting recruitment, performance management, succession planning and professional development.
• Monitor service performance through reporting, ticketing systems and data analysis, providing regular updates and recommendations to senior management.
• Oversee service contracts, customer visits, service planning and the coordination of technical resources to meet customer requirements.
• Work closely with Operations, Production, R&D, Quality, Purchasing and Sales to ensure smooth equipment handovers, effective issue resolution and alignment across the business.
• Improve spare parts quality, availability and delivery in collaboration with internal stakeholders.
• Oversee service budgets, cost management and resource allocation, ensuring the function operates efficiently and commercially.
• Ensure compliance with relevant quality standards, occupational health and safety regulations, employment requirements and internal procedures.
• Support change management and the ongoing development of service processes as the business and its international operations evolve.
• Contribute to the wider business strategy, identifying opportunities to strengthen service capabilities and support long‑term customer relationships.

Candidate Profile:

We are particularly interested in candidates with a background in:

Global Service Management / Technical Service Leadership / Capital Equipment / Industrial Automation / Laser Systems / Precision Engineering

You should ideally bring:

• Several years of experience in a service management or technical leadership position within an engineering, automation, machinery or capital equipment environment.
• Proven experience managing and developing technical teams, ideally across multiple international locations.
• A strong technical understanding of complex machinery, automated systems or industrial equipment, with experience supporting technical problem‑solving and quality assurance.
• Experience overseeing service operations, coordinating resources and implementing standardised processes across teams or regions.
• A demonstrable track record of improving service performance, operational efficiency and customer satisfaction.
• Strong project management, planning and organisational skills, including resource allocation, scheduling and budget management.
• The ability to analyse operational data, monitor performance indicators and translate findings into practical improvements.
• Excellent communication and stakeholder management skills, with the ability to work effectively across technical teams, senior leadership and international customers.
• A customer‑focused, hands‑on leadership approach, combined with strong commercial awareness and sound decision‑making.
• Experience with CRM, ERP and service ticketing systems, alongside strong general IT skills.
• A degree in Engineering or a related technical discipline, ideally supported by experience with optical systems, technical optics, micro‑optics or laser‑based equipment.
• Fluency in German and English, with a minimum B2 level in both languages.
• Flexibility to travel internationally as required.

This is an opportunity for an established service leader to take ownership of a global function, develop international teams and drive service excellence within a technically advanced and growing technology business.

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