Head of Technical Customer Service

Our client, a global leader in the world ofpremium fully automatic coffee machines, is on the lookout for their nextHead 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 inAargauand 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 foryou—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" departmentwith 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 thetechnical service teamacross all Swiss regions
• Recruit, develop, and coach talent throughemployee engagement, training, and performance reviews
• Optimize service operations, ensuring top-tier customer experience and technical excellence
• Define and managework schedules and on-call rotationsaligned with legal and economic standards
• Monitor and report on key performance indicators (KPIs), continuously improving outcomes
• Handle escalations and ensureefficient resolution of customer complaints
• Drivecross-functional process improvementsand internal training initiatives
• Contribute strategically todigitizationandlean process optimization

What You Bring

We’re looking for aservice-savvy leaderwith 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 intechnical customer service
• Experience withERP systems(Microsoft Dynamics preferred)
• Fluent inGerman and French(spoken & written)
• Strong skills inchange managementandemployee development
• Highcustomer focusand passion for service excellence
• Experience withLean, Kaizen or Six Sigmais 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 withgreat benefits:

• Short decision-making paths &direct access to leadership
• Secure, long-term positionin a values-driven, family-oriented environment
• Competitive annual salary (13 salaries) + pension scheme
• Support for ongoingtraining & professional development
• Autonomy and influence in shaping thefuture 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 todayand 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

Write an email