STELLENBESCHREIBUNG

Head of Customer Service

For one of our clients, a Swiss company operating in the field of machine tools manufacturing and working with customers worldwide, we are currently looking for a Head of Customer Service .

The person will lead their global Customer Service operations by ensuring excellence in service delivery, driving customer satisfaction, and managing international teams and processes for hundreds of high-tech machine tools worldwide.

MAIN RESPONSIBILITIES:

As Head of Customer Service, your role will be to ensure operational excellence and long-term customer satisfaction by:

• Supervising the service and support of different machining equipment.
• Managing a fleet of several hundred machine tools installed between Asia, Europe and the United States.
• Coordinating FAT acceptance tests and SAT installations for dozens of new machines each year.
• Organising and optimising the management of spare parts, repairs, support requests, training and technical interventions.
• Developing and supervising a multidisciplinary team of technical and administrative staff.
• Defining and deploying robust and efficient processes: request management, intervention planning, team skills development.
• Liaising between customer needs and internal teams (technical office, operations, sales).
• Establishing and maintaining relationships of trust with customers and subsidiaries internationally to ensure excellent satisfaction.

REQUIREMENTS:

• Master's degree in systems, electrical or mechanical engineering.
• Proven skills in the installation and commissioning of machine tools (commissioning, parameter adjustment, optimisation).
• Strong leadership skills, good listening skills and a strong customer focus.
• Successful experience in project management and management of international and multidisciplinary teams.
• Fluency in French (C2) and English (C2); knowledge of German and other languages is an asset.
• Position based in Switzerland, with a strong international dimension and frequent travel to be expected.
• Willing to travel occasionally worldwide.

WHAT OUR CLIENT OFFERS:

• Flexible working hours.
• 5 weeks of holiday and 2 additional weeks of daily catch-up time.
• Option to work from home one day per week.
• Free parking spaces.
• Discounts with several partners.