Technical Complaint Manager | Software & Hardware (80%)

TalentCloud Group Recruitment; Basel; Hybrid; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

TalentCloud Group Recruitment is seeking a Technical Complaint Specialist in Basel, Switzerland, to own customer complaints from initial investigation through sustainable resolution. The role sits at the intersection of Quality, Software & Hardware Development, Service & Support, and Product Management, ensuring issues are investigated and prevented from recurring.

You will drive structured problem-solving, coordinate diverse teams, and translate patterns into proactive improvements across

Qualifikationen

• Background in Quality Management, gained through education or professional experience.
• Experience involving customer complaints, complaint management, non-conformities, audits and/or continuous improvement.
• Exposure to software and/or hardware products, with understanding of how technical problems are investigated.
• Familiarity with structured problem-solving and root-cause methodologies such as 8D, RCA and corrective actions.
• Degree or equivalent in Engineering, Computer Science, Quality Management, Business Administration or related field.
• Quality or auditor certifications would be advantageous but not essential.
• Strong analytical skills and a structured, solution-oriented approach to solving problems.
• Ability to coordinate different teams and personalities, challenge constructively and keep investigations moving toward resolution.

Aufgaben

• Take end-to-end ownership of customer complaints—initial assessment, investigation and sustainable resolution.
• Coordinate complaint investigations across Development, Service & Support, Product Management and Quality teams.
• Analyse technical issues involving software and hardware products, including bugs and recurring problems.
• Drive root-cause analysis and corrective actions to address underlying problems.
• Apply structured problem-solving methodologies such as 8D.
• Manage multiple complaint cases while keeping stakeholders accountable.
• Identify recurring patterns and translate them into proactive product and process improvements.
• Contribute to non-conformity management, continuous improvement and complaint-management processes.
• Provide transparency around complaint status, trends and performance via KPIs and reporting.
• Influence and coordinate stakeholders across the organisation without formal authority.

Kenntnisse

Quality Management

Root Cause Analysis

8D Problem Solving

Stakeholder Management

Software/Hardware Diagnostics

German B2

Ausbildung

Engineering/CS/Quality Mgmt

Jobbeschreibung

Technical Complaint Specialist | Software & Hardware (80%)

Basel Region, Switzerland | Hybrid

Do you enjoy getting to the root cause of complex technical problems and coordinating different teams to make sure they are properly resolved?

We are supporting a leading international technology and engineering organisation in the Basel region that develops sophisticated digital, software and hardware solutions used across industrial environments worldwide.

They are looking for a Technical Complaint Specialist to take ownership of customer complaints from initial investigation through to sustainable resolution.

Sitting at the intersection of Quality, Software & Hardware Development, Service & Support and Product Management, you will make sure technical problems are not simply closed, but properly investigated, understood and prevented from recurring.

This is a particularly interesting opportunity for someone who combines a Quality Management mindset with strong problem-solving and stakeholder management skills.

What You will Be Doing

• Take end-to-end ownership of customer complaints — from initial assessment and investigation through to sustainable resolution.
• Coordinate complaint investigations across Development, Service & Support, Product Management and Quality teams.
• Analyse technical issues involving software and hardware products, including bugs, unexpected system behaviour, process gaps and recurring problems.
• Drive root-cause analysis and corrective actions, ensuring the underlying problem is addressed rather than simply treating the immediate symptom.
• Apply and promote structured problem-solving methodologies such as 8D.
• Manage and coordinate multiple complaint cases while ensuring stakeholders remain accountable and actions continue moving forward.
• Identify recurring and systemic patterns and translate them into proactive product and process improvements.
• Contribute to non-conformity management, continuous improvement and the ongoing development of complaint-management processes.
• Provide transparency around complaint status, trends and performance through appropriate KPIs and reporting.
• Influence and coordinate stakeholders across the organisation — without requiring formal authority.

What We are Looking For

We are open to candidates across different levels of experience, from strong developing professionals through to more experienced specialists.

Ideally, you will bring:

• A background in Quality Management, gained through either your education or professional experience.
• Experience involving customer complaints, complaint management, non-conformities, technical support, audits and/or continuous improvement.
• Exposure to software and/or hardware products, with an understanding of how technical problems are investigated and resolved.
• Familiarity with structured problem-solving and root-cause methodologies such as 8D, RCA and corrective actions.
• Degree or equivalent background in Engineering, Computer Science, Quality Management, Business Administration or a related discipline.
• Quality or auditor certifications would be advantageous, but are not essential.
• Strong analytical skills and a structured, solution-oriented approach to solving problems.
• The ability to coordinate different teams and personalities, challenge constructively and keep investigations moving towards resolution.
• German around B2 level or above, ideally already being used regularly within a professional environment.

Who Will Thrive Here?

Technical knowledge is important, but mindset and personality are equally important.

You will probably enjoy this role if you:

• See complaints as opportunities to improve products and processes, rather than simply cases to close.
• Naturally step back, analyse situations objectively and search for the underlying root cause.
• Enjoy bringing together people from different technical and business functions to solve problems.
• Take ownership and are comfortable driving actions through to completion.
• Can influence, motivate and challenge stakeholders constructively — without micromanaging or relying on hierarchy.

You will be joining a highly established, internationally recognised technology organisation with more than 18,000 employees globally and a strong long-term approach to innovation, people and sustainability.

Rather than operating in a purely administrative complaint function, you will work directly with the teams responsible for digital products, software, hardware and technical support, giving you the opportunity to influence both product quality and customer satisfaction.

You can also expect:

• An international environment with exposure to multiple technical and business functions.
• Structured onboarding and knowledge transfer, including close collaboration with the current role holder, direct training from the Hiring Manager and introductions to key departments.
• Strong opportunities for professional development and continued learning.
• Exposure to innovative digital, software and hardware technologies within sophisticated industrial environments.
• The stability and long-term perspective of a successful family-owned global technology organisation.
• A collaborative culture built around open communication, ownership and mutual support.