Customer Service - Bex, Schweiz - Plumettaz SA

Beschreibung

In line with the company strategy, you ensure the overall satisfaction of our customers in the after-sales market activities and align the customer support process with the challenges generated by a growing organization and new products.

Thanks to your solid technical background, you actively participate in defining the requirements for our products' usability and repairability.

Reporting to the Sales Director, your main responsibilities are:

• Defining a global customer service / aftersales strategy and implementing processes (for HQs and affiliates abroad) in the Quality Management System.
• Directly managing a customer facing aftersales and repair team, both locally and remotely
• Defining, implementing and organising the various policies (Warranty policy, Service Charter policy, Price policy, Firmware and Software upgrade policy, Training policy) designed to serve our worldwide customer base even better
• Overseeing the aftersales revenue and costs, while ensuring budget alignment
• Bearing the responsibility of the internal and external training activities on our products to ensure employees and clients are capable of properly operating our machines
• Interacting with major customers / distributors by raising their awareness of both pre and post sales issues, thus dealing with, and preventing customers' technical escalations
• Supporting new product introductions by establishing a training and repair plan
• Establishing processes and methodologies to ensure a scalable growth model
• Liaising with the sales organisation to ensure necessary support to develop the business with both existing and new customers
• Developing communication plans for support and training with new and existing affiliates, distributors and directly managed key customers
• Collecting and evaluating data on customer satisfaction and quality field performance
• Driving competitive advantage initiatives, focusing on cost, productivity, service excellence and product quality

Your skills

• Probably benefiting of a Degree in engineering or equivalent (Mechanical, Electrical, Electronics,)
• At least 5 years' experience in a similar role in an international industrial machinery B2B environment
• Prior experience as Customer Service Manager or After-Sales Manager either in the field of mechanical devices, machines, automation or in the field of digital solutions as a product, maybe in areas such as Telecom, Energy or Cable
• Strong organization skills and ability to keep track of priorities and goals even under pressure
• An excellent interpersonal, negotiation and communication talent, and good presentations skills
• Strong analytical and project management skills
• A pragmatical, hands on attitude, as well as the ability to work independently
• Fluency in English, French and German, and the readiness to travel internationally

We offer

A new challenge in a medium but human size company working internationally (more than 90% of exports) with a network of partners all over the world.

Just imagine what you can do in this newly created position like this in which you can have an impact:

driving your team within a rapidly growing and ambitious company, servicing multiple industry sectors, that is living with determination and success its transformation to more digital products and services.

You are delighted with the idea to take this responsibility while being able to use and extend your scope of competence.

And just think of how far you can stretch your scope of competencies in this role, for the benefit of your team, our company and all our clients.

We look forward to hearing from you

We guarantee all applicants strict confidentiality.

About the company

• Worldwide leader in the design, production and distribution of innovative best in class equipment for underground cable laying in the telecommunication and energy industries, Plumettaz SA is at the forefront of innovation in terms of electronic control and monitoring of its cable laying machines. With headquarters, R&D, engineering, production and all support functions in Bex, Canton of Vaud, Switzerland, we also have affiliates in the USA, Germany, Netherlands and Singapore. To further strengthen our team, respond to the increasing challenges that digital transformation presents and accelerate growth, we are looking for a skilled, experienced, businessdriven and passionate Customer Support/Service Manager.