The Customer Services Area Manager is responsible for managing customer relationships within a defined region. As a dedicated 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 and technical 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
* 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
* Conduct regular customer visits (approximately 30% of the time)
* Work autonomously and in an agile and organized manner while working remotely
Candidate Profile
Education and experience
* Strong technical background in mechanical, electrical, or software engineering
* Proven experience in customer service management, in an industrial or technical environment (Customer-oriented projects)
Skills
* Empathetic approach and excellent communication skills
* Customer-oriented with analytical mindset to emphasize tailor-made 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)
#J-18808-Ljbffr