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.
Customer relationship & satisfaction
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Build and maintain long-term, trust-based relationships with clients
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Ensure a high level of customer satisfaction through regular and proactive presence
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Maintain continuous contact with customers to understand and anticipate their operational needs
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Coordinate customer requests in collaboration with the relevant service teams
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Provide tailored solutions for after-sales service requests
Offers and coordination
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Develop customized offers aligned with client expectations
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Act as the central point of contact for all service-related requests within the assigned area
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Ensure proper coordination among different departments to deliver prompt and consistent responses
Continuous improvement
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Actively contribute to the continuous improvement of the customer service department
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Participate in optimizing internal processes to better meet market demands
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Collect customer feedback and share improvement opportunities with the relevant teams
Travel & remote work
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Conduct regular customer visits (approximately 30% of the time)
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Work autonomously and in an organized manner while working remotely
Education and experience
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Technical background in mechanical, electrical, or software engineering
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Proven experience in customer relationship management, ideally in an industrial or technical environment
Skills
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Empathetic approach and excellent communication skills
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Strong customer orientation and analytical mindset to offer tailored solutions
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Autonomy, organizational skills, and adaptability in a dynamic environment
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Ability to collaborate with diverse stakeholders and work within cross-functional teams
Languages
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Fluent in English, French, or German
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Strong command of one or more additional languages (Swiss German or Italian is an asset)
