Global Service Manager

1 week ago

Tel Aviv, Tel Aviv, Israel Questar Auto Technologies Full time ₪90,000 - ₪120,000 per year

Overview

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.

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