Description

• Lead and develop cross-functional teams across Order Processing, Customer Service, Purchasing/Logistics, and administrative operations.
• Drive process optimization, standardization, and scalability across back-office functions to improve efficiency and service quality.
• Ensure strong internal controls and compliance with company policies and external regulations.
• Oversee office operations including facilities, safety, security, and vendor relationships.
• Manage departmental budgets and resource planning.

ISO & Quality Management

• Own and maintain the ISO Quality Management System, ensuring ongoing compliance and continuous improvement.
• Identify and manage operational risks and opportunities impacting quality and customer satisfaction.
• Lead Management Review meetings and ensure alignment with both corporate and local quality objectives.
• Coordinate internal and external ISO audits and oversee corrective actions.
• Develop, track, and report ISO-related KPIs.
• Provide ISO and quality system training to employees across the organization.

Operations, Customer Service & Logistics

• Oversee customer order processing in SAP, ensuring accuracy, compliance, and timely fulfillment.
• Ensure proper customer setup and adherence to company policies.
• Monitor order flow, inventory safety stock levels, and procurement timelines in coordination with Purchasing and Logistics.
• Manage escalation of delayed or at-risk customer orders.
• Review freight invoices, import documentation, and third-party logistics performance.
• Negotiate contracts and costs with third-party vendors and logistics providers.

Service Organization Leadership

• Lead the U.S. Service Department, ensuring consistent execution of service processes and compliance with ISO standards.
• Review service estimates, work orders, and invoices for accuracy and completeness.
• Ensure timely, high-quality service delivery to customers and internal stakeholders.
• Coordinate training and technical development of Partner Service Teams in collaboration with the Intec Service Team.
• Drive continuous improvement in service responsiveness, efficiency, and customer satisfaction.

Leadership & Collaboration

• Act as a key member of the U.S. leadership team during organizational transition.
• Partner closely with global teams, including Germany-based functions, to ensure alignment and continuity.
• Foster a culture of accountability, continuous improvement, and operational excellence.
• Perform other duties as related to the job function as required

• Bachelor’s degree in Business, Operations, Engineering, or a related field; advanced degree preferred.
• 8+ years of progressive experience leading business operations, back-office, service, or quality functions in a B2B industrial or manufacturing environment.
• 5+ years of direct people management experience, including leading supervisors and individual contributors across multiple functions
• Proven experience managing cross-functional teams, including Customer Service, Order Processing, Logistics, Quality/ISO, and Service.
• Strong working knowledge of ISO 9001 quality management systems, audits, and continuous improvement practices.
• Demonstrated expertise in end-to-end order-to-cash processes and operational process optimization.
• Hands-on experience with ERP systems (SAP preferred) and data-driven KPI management.
• Ability to lead through organizational change and provide stability during periods of transition.
• Strong collaboration and stakeholder management skills within a global, matrixed organization.
• Customer-focused mindset with experience managing service operations and escalations.
• High level of integrity, accountability, and professionalism, with a pragmatic, solutions-oriented leadership style.