Head of Customer Service

Your activity

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 laser, electro-erosion and mechanical machining equipment
• Managing a fleet of several hundred machine tools installed in Asia (50%), Europe (40%) and the United States (10%)
• 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 our customers and subsidiaries internationally to ensure excellent satisfaction

Your profile

• Master's degree in systems, electrical or mechanical engineering
• Proven experience in machine tools, ideally in laser machining and/or electroerosion and/or mechanics
• 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

Your benefits

• 40 hours per week
• Minimum 5 weeks of vacation per year
• Flexible working hours and the possibility of home office
• Free parking spaces
• Discounts with various partners