Customer Service Operations Lead (CZ & SK)

We're looking for a Customer Service Operations Lead (CZ & SK) to strengthen our Customer Service organization and help us deliver excellent service to our customers in the Czech Republic and Slovakia.

In this role you will coordinate key service activities, drive continuous improvement, and work closely with customers and internal stakeholders across a matrix organization. The position has a strong impact on service quality, customer satisfaction, and business results.

You will act as the key point of coordination for Customer Service operations in CZ & SK—connecting customers, service engineers, sales, and regional support functions. This is a senior individual‑contributor role with strong ownership and end‑to‑end impact.

What will you be responsible for?

1. Operational coordination & capability development
Coordinate Customer Service activities for CZ & SK, support knowledge sharing, and contribute to a strong performance culture through collaboration across the organization.

2. Operational & Financial Management
Drive planning, budgeting, cost control, and overall operational effectiveness while ensuring secure and compliant use of tools.

3. Customer Support & Service Quality
Oversee customer support across automation, mechanical, and digital areas, ensuring high-quality, timely service work, installations, and interventions.

4. Business Growth & Collaboration
Identify business opportunities with Sales and CRM, provide feedback to improve service offerings, and maintain regular customer interactions to expand service business.

5. Process Management & Stakeholder Engagement
Manage spare parts logistics and service invoicing, implement tools and processes for CS operations, and ensure strong cooperation with CS teams and internal stakeholders.

What we offer

• A key role in shaping Customer Service for CZ & SK in an international company
• Professional growth in a senior, cross‑functional role with broad stakeholder exposure
• Direct impact on service quality, customer satisfaction, and business results
• A collaborative environment that values initiative, ownership, and continuous improvement
• Opportunity to influence regional service strategy and performance

Who are we looking for?

• University graduate in engineering/STEM
• A colleague with strong communication skills and the ability to coordinate across functions
• Experience in customer service operations, service coordination, project management, or a technical/engineering environment
• An entrepreneurial approach that is hands-on and strongly focused on customers
• Fast learner with solid judgment and stakeholder management capability
• Fluent in English and Czech or Slovak; additional languages are a plus
• Someone who thrives in an international, matrix environment

What do you get in return?

• Work in a stable and international Swiss company with 160 years of tradition
• Daily use of English and career growth opportunities
• 25 days holiday/year
• Flexible working hours and home office
• Meal allowance (123 CZK/day)
• Annual bonus on top of your salary
• Benefit Plus plan (15 600 CZK/year)
• Pension fund contribution (500 CZK/month)
• Mobile phone allowance (10 000 CZK)
• Mobile phone plan with unlimited data and calls
• Multisport card for 600 CZK/month
• Modern offices directly in Prague, Pankrác
• Allowance for public transportation (500 CZK/month)
• Great coffee and fruit in the office
• Fitbreaks – weekly stretching sessions
• Events, workshops, monthly birthday celebrations and company parties

Recruitment process:

1. Introductory call – brief phone call to introduce the role and answer your questions
2. First interview – learn more about the position, and share your experience
3. Second interview – gives you an even better idea of the role and people you'll be working with

📩 Ready to take the next step? Send us your CV in English and let’s talk! Whether you’re just starting out or already have experience, we’re excited to meet you.