Markus Köplin - Professional headshot

Markus Köplin

Strategic Leadership | Operational Excellence

About Me

What sets me apart is my comprehensive understanding of operations from the ground up - having progressed from Service Technician to leadership positions managing hundreds of employees. This frontline experience enables me to drive initiatives that genuinely improve the daily work of field teams and operational staff, ensuring that strategic decisions are grounded in real-world operational realities.

My expertise spans business steering, process optimization, and leveraging technology to create business value. I excel at leading high-performing teams while maintaining focus on risk management, stakeholder communication, and operational excellence. Throughout my career, I've successfully implemented strategic initiatives from live-monitoring dashboards to employee development programs that strengthen organizational capabilities and deliver measurable results.

Beyond my professional career, I'm passionate about hunting and falconry, which reflects my deep connection to nature and dedication to traditional crafts. This passion for the outdoors brings balance to my life and reinforces the importance of patience, precision, and respect for natural processes - values that translate seamlessly into my approach to leadership and team management.

Key Achievements

Career progression from technician to leadership

15-Year Journey: From Frontline to Leadership

Progressed through every level of the organization - from Service Technician installing telecommunications infrastructure, to Scheduler coordinating 500+ technicians, to leading teams of 90+ employees, to managing 20 Project Managers. This comprehensive operational understanding enables me to design and implement initiatives that truly improve the daily work of thousands of employees and deliver measurable business impact.

Career Development Operational Excellence Leadership Growth Frontline to Executive
Full Career Timeline
SteCo Steering Cockpit Dashboard

Live Steering Cockpit (SteCo)

Pioneered a live steering dashboard with 15-minute data refresh cycles, used daily by hundreds of users with exceptional satisfaction ratings. Controls field service operations for 4,000+ employees and external service providers, transforming Excel-based processes into an intelligent, responsive web system.

Real-time Dashboards KPI Management Digital Transformation 4000+ People
Service Career Development Program

Senior Scheduler Development Program

Developed a comprehensive advancement program within the "Service Career" framework, training employees into Senior Schedulers. Provided career benefits, increased team responsibility, and strengthened customer focus while building sustainable organizational capabilities.

Employee Development Career Programs Talent Management Customer Focus
Large-scale Team Leadership

Large-Scale Team Leadership

Successfully led diverse teams across multiple organizational levels - from managing 90 employees across 5 teams coordinating 500+ field technicians daily, to leading 20 project managers driving transformation initiatives. Built high-performing teams focused on operational excellence and customer satisfaction.

Team Leadership 90+ Employees 20 Project Managers Performance Management
Digital transformation initiatives

Digital Transformation & Process Excellence

Drove comprehensive digital transformation initiatives, transitioning legacy Excel-based processes to modern, intelligent systems. Applied Six Sigma methodologies and agile frameworks to optimize operations, enhance efficiency, and deliver measurable business impact across the organization.

Digital Transformation Six Sigma Process Optimization Agile Methods
Customer-centric leadership approach

Customer-Centric Strategic Leadership

Championing customer-first principles across all initiatives - from frontline service delivery to executive strategy. Leveraged deep operational understanding gained through every organizational level to ensure initiatives genuinely improve customer satisfaction and stakeholder value.

Customer Focus Strategic Advisory Stakeholder Management Service Excellence

Experience

  • Managing strategic cross-functional projects across the entire lifecycle within strategic programs
  • Defining project approaches utilizing various methodologies including Scrum and agile frameworks
  • Leading project teams, resource planning, and budget management with comprehensive reporting
  • Stakeholder communication across all levels including senior management and executive leadership
  • Risk assessment, mitigation strategies, and continuous process optimization initiatives
Project Management Scrum & Agile Six Sigma Risk Management Budget Planning Stakeholder Communication
  • Led strategic business steering initiatives across the organization
  • Pioneered a live steering cockpit (SteCo) with 15-minute data refresh cycles - utilized daily by hundreds of users with exceptional satisfaction ratings, controlling field service operations for 4,000+ employees and external service providers
  • Successfully transitioned from Excel-based reporting to an intelligent steering system with responsive web interface, clear workflows, and system-supported service provider planning
  • Implemented data-driven decision-making frameworks that enhanced operational understanding and control
  • Drove operational excellence and continuous improvement initiatives with strong customer focus
Business Steering Live Dashboards KPI Management Strategic Planning Digital Transformation Leadership
  • Led a team of 20 project managers driving comprehensive back office transformation and optimization initiatives
  • Provided technical project leadership for scheduling system improvements and modernization efforts
  • Improved operational efficiency and service quality across departments through process excellence methodologies
  • Implemented best practices and managed change management initiatives with customer-focused approach
Team Leadership (20 PMs) Operational Excellence Process Optimization Change Management System Modernization
  • Developed the Senior Scheduler advancement program within the "Service Career" framework - a comprehensive training initiative that develops employees into Senior Schedulers, providing career benefits while increasing team responsibility and customer focus
  • Successfully established structured career path for scheduling professionals, strengthening team capabilities and operational excellence
  • Developed and implemented innovative scheduling solutions and automation strategies
  • Optimized resource allocation and workforce management systems
  • Led IT development initiatives for scheduling automation, enhancing customer satisfaction through improved processes
Employee Development Workforce Management Career Programs IT Development Resource Planning Process Management
  • Led 90 employees across 5 teams coordinating daily operations for 500+ field technicians
  • Managed entire scheduling department operations with focus on operational excellence
  • Implemented customer-oriented scheduling strategies enhancing service quality
  • Streamlined departmental processes for efficiency and team development initiatives
Leadership (90 People) Department Management Operations Coordination Strategic Planning Customer Orientation
  • Led scheduling team operations and coordination
  • Developed team strategies for optimal performance
  • Improved scheduling accuracy and efficiency
  • Focused on customer-centric service delivery
Team Management Scheduling Coordination Service Excellence
  • Served as strategic advisor to operations management conducting comprehensive departmental reviews and providing executive-level consulting
  • Analyzed and optimized business processes across operational areas
  • Implemented process improvements and best practices
  • Supported IT development and digital transformation initiatives
Executive Advisory Process Management Department Reviews Strategic Consulting Business Analysis
  • Assumed interim leadership role for field service team operations
  • Managed team performance and operational execution
  • Ensured service quality and customer satisfaction during transition period
Interim Leadership Field Service Team Management Operations
  • Gained deep operational expertise coordinating field technician deployments and resource allocation
  • Developed comprehensive understanding of frontline operations that informed future leadership roles
  • Managed daily scheduling operations with focus on efficiency and customer satisfaction
  • Built foundational knowledge of field service challenges and opportunities
Scheduling Operations Resource Coordination Operational Excellence Customer Service
  • Installed and configured telecommunications infrastructure for residential and SMB customers
  • Delivered hands-on technical service with strong customer focus
  • Built foundational understanding of field operations and customer needs
Technical Installation Telecommunications Customer Service Field Operations

Get In Touch

Based in Leipzig, Germany, I'm always open to professional networking and meaningful conversations about business leadership, process optimization, or even hunting and falconry. Feel free to reach out!

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