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

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