Service Associate

FeedbackNow, Inc.; Gland; On-site; CHF 60,000 - 80,000; Full time

Job summary

FeedbackNow, Inc. is seeking a Service Associate to be the on-the-ground link between clients, installers, our 3PL partner, and our Customer Success and Support teams across Europe.

You will onboard new clients, coordinate installations and shipments, install and maintain equipment on site, and jump in on support tickets when fixes are needed. This hands-on role requires travel to client sites and strong problem-solving skills.

Qualifications

• Bachelor's degree required.
• Fluency in German and English required; French or Italian a plus.
• Prior experience in field service, installation, logistics/supply chain, or customer success is preferred.
• Comfortable troubleshooting basic hardware, connectivity, and app/platform issues.

Responsibilities

• Guide new clients from kickoff through go-live: gather site details, coordinate installation planning, provisioning platform access, and training calls.
• Coordinate and train third-party installers and manage 3PL logistics partner—tracking shipments, resolving delivery issues, and keeping documentation accurate.
• Travel to client sites to install FeedbackNow hardware and provide remote support when on-site visits aren’t needed.
• Perform on-site and remote maintenance: diagnosing issues, swapping faulty devices, and managing spare-parts inventory.
• Triage and resolve first-line support tickets across hardware, our web platform, and our mobile app.

Skills

Field service

Installation

Logistics

Customer success

Troubleshooting

German language

English language

Education

Bachelor's degree

Job description

Own the on-the-ground service experience for FeedbackNow clients across Europe.

FeedbackNow is a real-time customer feedback platform used by airports, transport operators, retailers, and healthcare organizations across Europe, the Middle East, and the Americas. Our hardware and software help clients capture the voice of the customer at the moment of experience - and act on it.

We're looking for a Service Associate to be the on-the-ground link between our clients, our third-party installers, our logistics (3PL) partner, and our internal Customer Success and Support teams. You'll onboard new clients, coordinate installers and shipments, install and maintain equipment on site, and jump in on support tickets when something needs fixing. It's a hands-on role for someone equally comfortable on a client's site, on the phone with an installer, or troubleshooting a ticket.

What you'll do:

• Guide new clients from kickoff through go-live: gathering site details, coordinating installation planning, provisioning platform access, and running training calls
• Coordinate and train third-party installers, and manage our 3PL logistics partner - tracking shipments, resolving delivery issues, and keeping documentation accurate
• Travel to client sites to install FeedbackNow hardware, and provide remote support when a visit isn't needed
• Perform on-site and remote maintenance: diagnosing issues, swapping faulty devices, and keeping spare-parts inventory in order
• Triage and resolve first-line support tickets across hardware, our web platform, and our mobile app

What we're looking for:

• Bachelor's degree
• Fluency in German and English required; French or Italian a plus
• Prior experience in field service, installation, logistics/supply chain, or customer success
• Comfortable troubleshooting basic hardware, connectivity, and app/platform issues
• Detail-oriented and organized — you can juggle several clients, sites, and vendors without dropping anything
• A pragmatic, hands-on, can-do mentality that adapts quickly to shifting priorities
• Valid driver's license
• Comfortable with hands-on physical work: lifting/carrying equipment and boxes up to 20 kg, and being on your feet for extended periods on-site
• Willing and able to travel regularly across Europe (expect roughly 10-15% of your time on client sites)

Why FeedbackNow:

Join a hands-on, client-focused team working with airports, transport operators, retailers, and healthcare clients across Europe, the Middle East, and the Americas - where reliability and ownership genuinely matter to the people we serve.

• #Hiring #FieldService #CustomerSuccess #SwitzerlandJobs #FeedbackNow