Are you passionate about leading high-performing support teams and delivering exceptional customer service across the DACH region? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new Head of 1. Level Support DACH, you will be driving operational excellence for our 1st Level Support team, ensuring outstanding customer accessibility, SLA compliance, and developing talent that fuels our service organization's growth. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

What you will be doing

As a key part of the Service & Support DACH team, you'll create impact by Leading a frontline support team that directly shapes how thousands of customers across Germany, Austria, and Switzerland experience Grundfos every day.

Your main responsibilities include:

• Ensure SLA compliance  by monitoring real-time capacity and managing workforce planning across the DACH region
• Lead, coach, and develop the 1st Level Support team, conducting regular feedback discussions and systematically preparing employees for transition into 2nd Level Support roles
• Collaborate closely with Sales and 2nd Level Support to align on customer requirements, optimize ticket handover processes, and resolve escalation scenarios effectively
• Drive continuous process optimization and implement new support tools or workflows to increase team efficiency and first contact resolution rates
• Prepare weekly performance reports with actionable recommendations for management, tracking KPIs that matter to our customers and business

What makes you a great fit

Above all, you are a service-minded leader with a track record of managing customer-facing support teams, a strong grasp of SLA-driven environments, and a genuine passion for developing people. We would also imagine that you have:

• Bachelor's or Master's degree, or equivalent work experience in a relevant field
• Proven experience leading teams in a service or customer support environment, including disciplinary leadership responsibilities
• Strong knowledge of service KPIs, SLA management, and best practices in first-level support operations
• Confident communication skills in German and English, with the ability to manage stakeholder relationships and escalation scenarios

It is a plus if you also:

• Experience with workforce management tools and real-time capacity planning
• Background in the DACH market with understanding of regional customer expectations
• Track record of implementing support tools, CRM systems, or process improvement initiatives

Why you will love working here

We care! Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.

Are you ready to unlock possibilities at Grundfos? Apply today!

To get to know us better, follow us on LinkedIn or visit grundfos.com