Global Service Manager

Global Service Manager

We are seeking a highly skilled and dynamic Global Service Manager to lead and evolve our customer and technical support center operations. This role requires a strategic leader with strong technical acumen and a service-oriented mindset who can manage performance, drive innovation, and enhance the overall customer experience across a multidisciplinary environment (software, hardware, and services). Experience in the vehicle market and the ability to operate within complex organizations and product ecosystems is a strong advantage.

Key Responsibilities

• Leadership & People Management
• Lead, coach, and develop global service center teams to achieve excellence in customer and technical support.
• Foster a culture of accountability, continuous improvement, and service orientation.
• Drive organizational change initiatives and ensure smooth adoption across teams.
• Performance & KPIs
• Define, monitor, and continuously improve KPIs, SLAs, and service quality metrics.
• Leverage analytics to identify trends, root causes, and areas for improvement.
• Ensure consistent global service standards while adapting to local needs.
• Innovation & Tools
• Evaluate, introduce, and implement new technologies and tools, including automation, self-service solutions, and AI-powered Bots.
• Lead digital transformation initiatives to optimize service efficiency and scalability.
• Collaborate cross-functionally to ensure smooth integration of tools across systems.
• Customer Experience
• Promote a service-first approach across all support functions.
• Anticipate customer needs and implement proactive support solutions.

Requirements

Experience

• At least 5 years of proven track record managing global customer service or support operations in a multidisciplinary environment (software/hardware).
• Demonstrated success managing KPIs, SLAs, and customer satisfaction programs.
• Hands-on experience introducing automation, service tools, and Bots.
• Exposure in supporting complex, multi-technology products.
• Relevant academic degree (e.g., Industrial Engineering, Business Administration, or equivalent).
• Experience in the vehicle market or related industry – a significant advantage.
• Experience in at least one additional domain (e.g., sales, sales support, account management) - advantage.
• Experience leading change management initiatives- advantage.

Skills

• Strong service orientation with a customer-first mindset.
• High proficiency in English (verbal and written); additional languages are a plus.
• Strong leadership, communication, and interpersonal abilities.
• Analytical mindset with ability to leverage data and analytics for decision-making and improvement.
• Technical understanding and approach to managing service operations.
• Ability to manage change, influence stakeholders, and drive adoption of new processes and tools.
• Strategic thinker with proven ability to balance long-term vision and day-to-day execution.

What We Offer

• Working in a successful leading company in the growing automotive industry.
• A dynamic, energetic, and supportive work environment.
• Cutting edge technologies.
• Being exposed to and working with a variety of interfaces and customers.
• Meeting complex project requirements for customers across the globe.
• Flexible & Hybrid work environment.

Who We Are?

Questar Auto Technologies is a company at the forefront of the automotive industry, introducing innovative AI technology for predictive vehicle health & Driver behavior. We help our clients in the automotive sector, including automakers and fleet operators, to unlock the value of their vehicle data and make informed decision through insights delivered to them through our systems. Our solution combines cutting-edge AI-based analytics software, advanced data analytics, and extensive experience in the commercial vehicles industry telematics. By performing deep learning both onboard vehicles and in the cloud, Questar's technology can predict potential issues before they occur, enabling proactive management of maintenance, drivers, and mission, reducing TCO.

Questar system is deployed in 20 countries and some of the largest OEMs & Teir1 are part of the company customers.