Customer Services team leader

Customer Services team leader
Maillefer is THE brand for Wire & Cable and Pipe & Tube manufacturers globally providing manufacturing equipment and know-how. With our technologies, production know-how, and networks, our customers will always stay ahead of competition. We are recognized as the House of Experts and the global market leader
Customer Services team leader
We are now looking for a skilled and motivated Customer Services team leader to join our Services department. In this role, you will lead, guide and develop a small team of service specialists while remaining strongly involved in operational and technical activities.
This is a hands-on position, where technical expertise and customer support are key, alongside team coordination.
The Team Leader ensures fast and high-quality customer support, contributes directly to troubleshooting and interventions, and oversees the preparation of service quotations and execution of service activities according to agreed timelines.
A strong collaboration with other departments is essential to ensure efficient teamwork and seamless customer experience.
Key Responsibilities
Secure fast response times and high-quality handling of customer service and support requests
Actively participate in technical troubleshooting, both remotely and on-site
Diagnose and resolve customer issues related to automation and equipment performance
Prepare and coordinate service quotations in response to customer requests
Lead, support and develop a small team of service engineers (3 people including yourself)
Plan resources and follow up on service interventions
Act as a technical reference within the team and provide hands-on support when needed
Contribute to the continuous improvement of service processes within Maillefer Aftermarket
Ensure effective collaboration with internal stakeholders (engineering, sales, etc.)
Organize and deliver training for internal and external stakeholders
Travel globally to customer sites (approximately 30 days per year)
What are our expectations?
Degree in Automation, Electrical Engineering, or a related field
Strong hands-on experience in industrial automation and troubleshooting
Solid knowledge of PLC programming, preferably Siemens (TIA Portal / Step 7)
Proven experience in customer service, field service or aftermarket environment
Ability to analyze issues, identify root causes and implement effective solutions
Experience or interest in preparing technical and commercial service offers
Excellent language skills in French and English, other languages are an asset
Experience with ERP systems (IFS, SAP…) and CRM tools (e.g. Salesforce) is a plus
Good leadership skills, with the ability to support and develop a small team
Customer-oriented mindset, pragmatic and solution-driven
Autonomous, well-organized, with a structured and detail-oriented approach
We also appreciate
Knowledge of extrusion technologies or process industry automation
Experience in an international and multicultural environment
What We Offer
Interesting international projects with modern industrial technology
A supportive and skilled engineering team
Competitive salary and travel compensation
Opportunities for professional growth and technical development
What disctincts us?
We commit to our employees - length of employment relationship on average more than 10 years
We have a strong on-site work community with a chance to hybrid work
People and Know how are our strongest values
We are truly a global actor jid2858d55a jit0520a jiy26a