Beate Peters - Interim Head of Service

Recommended expert

Kelkheim (Taunus), Germany

Experience

Jun 2025 - Dec 2025

7 months

Minden, Germany

Interim Head of Service

Altendorf Group

Strategic and operational management of the technical service organization
Improvement of all processes and workflows
Concept development and implementation of service management IT tool including AI database, customer app and self-service portal

Aug 2024 - Feb 2025

7 months

Germany

Central Europe Service Operation Manager

Eaton Electric GmbH

Strategic and operational management of the technical service organization in Germany, Austria, Switzerland and Eastern Europe, consisting of field and depot service, tech support, escalation management, logistics, training and scheduling (>120 employees plus >150 partner technicians)
P&L responsibility
Management of service partners
Responsible for meeting service level agreements and remote service solutions
Continuous improvement of all processes and workflows
Monitoring and control of key performance indicators

Jul 2021 - Jul 2024

3 years 1 month

Germany

Country Service Manager Germany and Austria

Videojet Technologies GmbH

Strategic and operational management of the technical service organization in Germany and Austria, consisting of field and depot service, tech support, escalation management, logistics, training and scheduling (>70 employees)
Continuous improvement of all processes and workflows, including identifying and monitoring KPIs according to the Danaher Business System
P&L responsibility
Close collaboration with central service units in the USA to standardize and redevelop the service offering
Creating and implementing marketing measures to support the sales of service products
Responsible for content and compliance of service level agreements and remote service solutions

Jul 2014 - Jun 2021

7 years

Germany

Service Field Account Manager

MTS Systems GmbH

Proactive support of all customers in the after-sales area
Active sale of service solutions to key accounts and relationship management with their decision makers
Territory planning including customer contact planning and implementation in Salesforce
Development and negotiation of maintenance concepts
Preparation and negotiation of offers for the comprehensive operation of testing equipment and plant contracts, including pricing and risk analysis
Responsible for service business development in Germany
Regular forecast planning and performance monitoring
European special assignment: specialist for the product "Echo Intelligent Lab", a "Software as a Service Predictive Maintenance" solution to support MTS customers in optimizing processes and managing their labs

Jan 2013 - Jun 2014

1 year 6 months

Darmstadt, Germany

Service Manager Instron Germany/Austria & IST Global Support

Instron Deutschland GmbH / Instron Structural Testing GmbH

Combined the service organizations of Instron and Instron Structural Testing
Operational and strategic management of technical service in Germany and Austria, consisting of field and depot service, tech support, escalation management, logistics, training, scheduling and service sales (>50 employees)
Global technical support for Instron Structural Testing products
Active sale of service solutions to key accounts and relationship management with their decision makers
Responsible for technical pre- and post-sales support for all customers in the region
Continuous improvement of all processes and workflows, including identifying and monitoring KPIs
Creating and implementing marketing measures to support sales of service products
Responsible for content and compliance of service level agreements

Jan 2012 - Dec 2012

1 year

Pfungstadt, Germany

Service Business Manager Germany / Austria

Instron Deutschland GmbH

Operational and strategic management of technical service in Germany and Austria, including field and depot service, tech support, escalation management, logistics, training, deployment planning and service sales (>20 employees)
Responsible for technical pre- and post-sales support for all customers in the region
Continuously improving all processes and workflows, including identifying and tracking KPIs
Creating and implementing marketing initiatives to support the sale of service products
Responsible for service level agreement content and compliance

Dec 2007 - Sep 2011

3 years 10 months

Dietzenbach, Germany

Director Technical Services EMEA / APAC

Rimage Europe GmbH

Operational and strategic management of technical service in APAC and EMEA, including field and depot service, tech support, escalation management, logistics, training and deployment planning (>25 employees)
Established the technical service organization in China
Set up third-party service providers in various countries across Europe and Asia
Responsible for technical pre- and post-sales support for all customers in the regions
Continuously improved all processes and workflows, including identifying and tracking KPIs
Responsible for service level agreement content and compliance
Negotiated and finalized SLAs with key accounts and OEMs
Defined and maintained the service portfolio, including content and pricing

Jul 2006 - Nov 2007

1 year 5 months

Frankfurt, Germany

Head of Employee Development and Training

Ricoh Deutschland GmbH

Led the employee development and training department (5 employees)
Delivered all technical and sales training sessions
Developed and implemented the training portfolio based on the organization's needs analysis
Created training programs for target groups: direct employees and Ricoh dealer staff
Prepared employee development plans
Developed a competency model for sales and service roles
Completely redesigned the sales training for new hires
Achieved IITT Gold certification for the training department and CTT+ certification for all trainers

Aug 2003 - Jun 2006

2 years 11 months

Frankfurt, Germany

Head of Service Consulting

Ricoh Deutschland GmbH

Provided professional and disciplinary leadership for the service consulting department (8 employees)
Managed active and holistic relationship management for Ricoh Germany dealers in all service management areas
Advised managing directors on developing and professionalizing dealers' service departments, including financial, process and technical aspects
Handled escalation management for dealers' service cases
Conducted workshops to develop dealer employees
Helped shape and implement Ricoh's indirect service strategy
Assessed new specialist dealers and system integrators

Sep 2001 - Jul 2003

1 year 11 months

Bonn, Germany

Head of Internal Key Account Management MVW & Partner

Deutsche Telekom AG

Provided disciplinary and professional leadership for proposal and account management of the service provisioning relationship between Deutsche Telekom parent company and its subsidiaries
Built the department from scratch, including recruiting staff
Negotiated supply and service agreements
Prepared the annual forecast and the monthly rolling forecast
Searched for and supported third-party maintenance partners to expand the B2B service portfolio
Negotiated and finalized contracts with third-party maintenance partners

Jul 2000 - Aug 2001

1 year 2 months

Bonn, Germany

Sales and Distribution Support Consultant

Deutsche Telekom AG

Product management and marketing for B2B services
Development, management and control of service products for Deutsche Telekom AG's business customers
Support and sales assistance for customer advisors in the branches
Development and execution of marketing initiatives to increase service sales
Close collaboration with marketing to create materials, brochures and presentations to showcase the service portfolio

Feb 1999 - Jun 2000

1 year 5 months

Neuss, Germany

Manager Service Marketing & Customer Loyalty

Xerox GmbH

Active service marketing and service product management
Analysis of market research results
Development, management and control of service products
Creation and execution of service marketing campaigns
Interface between service and copier and printer product management
Implementation of initiatives to reduce outdated machines in the market
Management of the refurbishing and remanufacturing process
Bid & Tender support for logistics and manufacturing issues, including planning to ensure on-time delivery
Member of the Customer Service Operations Management Circle to coordinate technical service capabilities

May 1996 - Jan 1999

2 years 9 months

Frankfurt am Main, Germany

Quality / Customer Satisfaction Manager

Xerox GmbH

Implementation of the Total Quality Management strategy in the branches
Conducting quality training for all employees
Review of all branch processes including root cause analysis, identification of improvement areas, definition of improvement measures and monitoring implementation
Preparation of EFQM (Xerox Management Model) audit documentation
Analysis of customer satisfaction survey results
Development and implementation of a customer loyalty model (loss prevention process)
Conducting and evaluation of employee surveys
Supporting all managers in defining and implementing improvement measures resulting from employee survey results
Leading project teams for process optimization
Participation in the delivery acceleration project and coordination of pilot project implementation

Nov 1995 - Apr 1996

6 months

Bochum, Germany

Service Support Specialist

Xerox GmbH

Technical product specialist for print systems
Resolving technical escalations as 2nd level support for all service technicians
Communicating technical updates to all service technicians
Analyzing system usage data to identify weaknesses
Defining and implementing improvement measures to increase system runtime
Professional and organizational coordination of the branch's 2nd level support team

Feb 1991 - Oct 1995

4 years 9 months

Bochum, Germany

Service Technician

Xerox GmbH

Field technical service for copiers and print systems
Performing installations, maintenance and repairs
Comprehensive service support for assigned key accounts
Acting as deputy to the District Service Manager

Summary

A customer-, employee- and process-oriented leader with strong curiosity and passion for continuous improvement, who has applied her skills in strategy development, change management and intercultural collaboration to achieve outstanding results across different business models.

Many years of experience in global companies (mostly American), with responsibilities for EMEA and APAC in various technical and commercial roles.

Team building focused on high employee engagement and maximizing staff potential.

Key success factors have been strong analytical skills, a highly structured approach, high reliability and involving local teams.

Her early intensive training as a quality manager enabled her especially to optimize business processes and consistently implement continuous improvement based on the Toyota philosophy.

Her biggest achievements so far include building a technical service organization in China, merging two service divisions during a company merger, rolling out a new "Software as a Service Predictive Maintenance Solution" in Europe and successfully implementing a service management software (Salesforce).

Skills

Strategic Thinker
Use Of Ai Tools And Agents
Strong Quality Management Understanding & Change Management
Strategic Corporate Management
Creative Problem Solving
Service Optimization & Quality Management
Analytical And Structured Approach
Intercultural Collaboration & Leadership
Quick Comprehension
Digitization & Process Automation
Intercultural Competence
Results-oriented Work Style
Curious And Eager To Learn
P&l Responsibility & Kpi Analysis
Maintenance Strategies
Project Management

Languages

German

Native

English

Advanced

Education

Danube University Krems, Austria

MBA in Business Management · Business Management · Krems an der Donau, Austria

FernUniversität Hagen (HIMS e.V.)

Advanced Management Studies (Hagen) · Management · Hagen, Germany

Evening High School, City of Dortmund

University of Applied Sciences Entrance Qualification · Dortmund, Germany

...and 1 more

Certifications & licenses

AI Officer

LUTOP Datenschutz Akademie

AI Manager

LUTOP Datenschutz Akademie

EU AI Act Essentials

KI Campus

Your Future in the AI Job Landscape

KI Campus

The Five Pillars of AI Ethics

KI Campus

IBM Fundamentals of AI

KI Campus

Machine Learning and Deep Learning with IBM

KI Campus

Natural Language Processing & Computer Vision

KI Campus

Building AI

University Of Helsinki

Elements Of AI

University Of Helsinki

Certified Practitioner Transactional Process Improvement

Veralto

Certified Practitioner Problem Solving Process

Danaher

Problem Solving Process – Train The Trainer

Danaher

Developing Successful Business Strategies

Haufe

Mentor Training

Zentrum Für Hochschuldidaktik

ITIL V3 Foundation

AIMG-International

Change Management

Neulands Academy

Communication and Conflict Management

NRG Academy

EFQM Assessor

Manfred Jung Consulting

Professional Communication Skills

Neuland & Partner

Professional Leadership

Pro:Aktiv

Financial Management

RKW NRW

Quality Tools

Xerox

Facilitation

Metaplan

Visualization

Metaplan

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