Ralf Heptner

Owned customer care operations across Europe and ANZ, including P&L, Total Cost of Care, service performance, and customer satisfaction. Led regional teams and an international service partner network, optimizing cost-to-serve and warranty cost structures.

Built and scaled the regional service organization, teams, and operational infrastructure through greenfield development. Negotiated service agreements with leading mobile network operators, distributors, e-commerce, and retail partners.

Led service operations across more than 30 countries in Eastern Europe and a team of 27 people across five locations. Owned care network design and service strategy execution, consolidating decentralized repair structures into a central European model.

Reduced claim rates by 50 percent within twelve months through product quality and process improvements. Delivered eight-figure warranty cost savings through transformation initiatives and shifted support from voice to digital and social channels.

Led customer care operations in Germany, overseeing service delivery and team management.

Managed technical support and service network operations, ensuring service quality and efficiency.

Managed technical training programs and vendor assessment processes.

Led a team in the Europe Service Center, overseeing service operations.

Performed repair and maintenance of electronic devices.

Vocational qualification in radio and television technology / mechatronics.

Executive education as Certified After-Sales Service Manager, covering service management, leadership, and customer operations excellence.

Executive education in service management, leadership, and customer operations excellence.

Completed Microsoft AB-731 certification on 9 July 2026.

Leadership, vendor management, and negotiation training.

Zendesk Customer Service Professional certification.

AI for Customer Service Managers certification.