Head of Technical Customer Service

Our client, a global leader in the world of premium fully automatic coffee machines, is on the lookout for their next Head of Technical Customer Service / Head of Service Technicians (m/f).
With over 90 years of experience, our client blends Swiss precision, innovation, and craftsmanship into every machine they create. Headquartered in Aargau and backed by a passionate team of 50+ professionals, they’ve earned a top-tier reputation among hospitality experts and coffee aficionados worldwide.
And now, they’re looking for you—a hands-on, bilingual leader who thrives on empowering teams, driving excellence, and building service experiences that leave customers smiling.

Your Mission
You’ll lead the "Service" department with around 20 technicians and dispatchers across Switzerland. Your job? To ensure processes flow like a perfect espresso shot—smooth, consistent, and high quality.
What you’ll be doing:
• Lead and inspire the technical service team across all Swiss regions
• Recruit, develop, and coach talent through employee engagement, training, and performance reviews
• Optimize service operations, ensuring top-tier customer experience and technical excellence
• Define and manage work schedules and on-call rotations aligned with legal and economic standards
• Monitor and report on key performance indicators (KPIs), continuously improving outcomes
• Handle escalations and ensure efficient resolution of customer complaints
• Drive cross-functional process improvements and internal training initiatives
• Contribute strategically to digitization and lean process optimization

What You Bring
We’re looking for a service-savvy leader with strong operational experience in technical environments. You know how to manage people, processes, and performance—with a customer-first mindset.
Your background includes:
• Business administration or equivalent education (HF/FH, CAS, etc.)
• Proven leadership experience in technical customer service
• Experience with ERP systems (Microsoft Dynamics preferred)
• Fluent in German and French (spoken & written)
• Strong skills in change management and employee development
• High customer focus and passion for service excellence
• Experience with Lean, Kaizen or Six Sigma is a plus
• Confident in KPI/reporting and continuous improvement initiatives
• Resilient, empathetic, and able to navigate conflict constructively

What’s In It For You?
At our client’s company, great coffee comes with great benefits:
• Short decision-making paths & direct access to leadership
• Secure, long-term position in a values-driven, family-oriented environment
• Competitive annual salary (13 salaries) + pension scheme
• Support for ongoing training & professional development
• Autonomy and influence in shaping the future of service excellence

Let’s Brew Your Next Career Move
If you’re ready to take the lead in a company that lives and breathes quality, innovation, and exceptional service—we want to hear from you.
Apply today and let’s talk about how your next chapter could begin with a strong team, a meaningful mission, and of course… the best coffee in town.

LIONSCOUT GmbH

Mr Matias Fichera

+41 78 230 45 11

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