Customer Service Area Manager

The Customer Service Area Manager is responsible for managing customer relationships within a defined region. As a trusted partner, he/she ensures an exceptional customer experience throughout the entire lifecycle of the delivered solutions. This role involves regular interaction with clients as well as close collaboration with internal teams (after-sales, engineering, production, etc.) to provide fast, personalized, and effective responses to customer needs.

Job Description

Customer relationship & satisfaction

• Build and maintain long-term, trust-based relationships with clients
• Ensure a high level of customer satisfaction through regular and proactive presence
• Maintain continuous contact with customers to understand and anticipate their operational needs
• Coordinate customer requests in collaboration with the relevant service teams
• Provide tailored solutions for after-sales service requests

Offers and coordination

• Develop customized offers aligned with client expectations
• Act as the central point of contact for all service-related requests within the assigned area
• Ensure proper coordination among different departments to deliver prompt and consistent responses

Continuous improvement

• Actively contribute to the continuous improvement of the customer service department
• Participate in optimizing internal processes to better meet market demands
• Collect customer feedback and share improvement opportunities with the relevant teams

Travel & remote work

• Conduct regular customer visits (approximately 30% of the time)
• Work autonomously and in an organized manner while working remotely

Candidate Profile

Education and experience

• Technical background in mechanical, electrical, or software engineering
• Proven experience in customer relationship management, ideally in an industrial or technical environment

Skills

• Empathetic approach and excellent communication skills
• Strong customer orientation and analytical mindset to offer tailored solutions
• Autonomy, organizational skills, and adaptability in a dynamic environment
• Ability to collaborate with diverse stakeholders and work within cross-functional teams

Languages

• Fluent in English, French, or German
• Strong command of one or more additional languages (Swiss German or Italian is an asset)