Customer Support Manager - Delvitech

Customer Support Manager

Delvitech stands at the forefront of technological advancement, having pioneered innovative Automatic Optical Inspection (AOI) technology for assembled printed circuit boards (PCB) utilizing artificial intelligence. Our accomplished team is driven by a commitment to exceed technological boundaries and consistently deliver exceptional results.

We are actively seeking individuals who are eager to embrace challenges, contribute proactively to achieving our set objectives, and play a pivotal role in propelling the company’s growth.

Presently, an opportunity exists for a proficient and motivated

Customer Support Manager

We are seeking a dedicated and highly skilled Customer Support Manager that works to create positive brand experiences for existing customers in order to support company expansion goals. This role is based at our headquarters in Mendrisio. The ideal candidate will bring a patient, organized, and problem-solving approach to their work and must have prior experience in a similar field.

• Supervising the daily operations of corporate customer service department.
• Supervise the support team of application Engineers (supervisory duties include coaching, training and motivating the team to perform effectively).
• Oversee and evaluate the team’s ongoing training efforts.
• Informing the team of all new information related to products, procedures, and trends.
• Ensure that responses to customer inquiries are accurate and provided in a timely manner.
• Develop policies and procedures by balancing satisfying customer needs and supporting the goals of the organization.
• Setting customer service goals for team members and helping them reach those goals.
• Interacting with customers and handling customer queries and complaints in an efficient and timely manner.
• Handling face-to-face enquiries from customers.
• Issue refunds or compensation to customers
• Keep and maintain accurate records of discussions or correspondence with customers.
• Improve customer service procedures, policies and standards for your organisation or department.
• Meet with other managers to discuss possible improvements to customer service
• Train staff to deliver a high standard of customer service.
• In depth knowledge of company’s products and services being constantly up to date with changes.
• Maintaining relationships with profitable customers, always creating a reliable customer loyalty program.
• Weekly and monthly reports and surveys.
• Staying current on the latest industry trends, techniques and technologies.

Hard skills

• BSc or MSc in an Engineering Field.
• Proven experience as a Customer Support Specialist, preferably within a similar environment.
• Prior experience in a managerial or supervisory role.
• Computer literacy in order to type up reports, results and details of customer interaction
• Experience with CRM software and tools.
• Excellent verbal and written communication skills in English.

Soft skills

• Leadership skills with the ability to set and prioritize goals.
• Affinity for multitasking with precision
• Listening skills.
• Problem solving skills.
• confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Ability to work well under pressure.
• Organisational and planning skills.
• Motivational skills and ability to supervise and lead a team of Application Engineers.
• Ability to manage a large number of incoming calls and emails
• Commitment to improve customer service skills on an ongoing basis.
• Availability to travel.
• High proficiency in spoken and written English
• Open minded and ability to work in a multidisciplinary team;

If this position matches your skills and aspirations, please send your complete application, including CV and references, to E-Mail schreiben with your name and “Customer Support Manager” in the subject line.

Only short list candidates will be contacted.