Technical Service Support Manager

Permanent employee, Full-time · Italien

Your mission

Act as a primary contact for all external stakeholders, specifically distribution partners for all service and technical requests
Address and funnel customer warranty claims in CRM tool
Work closely together with Technical Product Managers and the Sales Coordination Team and leverage synergies to collaborate
Travel to partners for on-the-ground technical trainings and launch support like roadshows, exhibitions or Hemro offices
Build strong relationships with internal stakeholders, including engineering, manufacturing, marketing, sales and ensure cross-functional collaboration
Drive operational excellence by leveraging and enhancing information flows
Provide relevant customer and market feedback for continuous product enhancements
Be part of the efforts to put together technical training materials – like servicing, how-to, product descriptions and more
Travel time approx. 40%

Your profile

Engineering background with min. 3 years proven experience as Technical Services Manager or similar role, preferably the coffee industry (e.g., roaster, café manager, wholesale or operations manager for roasted or green coffee)
Hands-on, problem-solving mentality
Structured and organized attitude
Exceptional communication and presentation abilities, with a focus on a clear, customer-centric approach
Motivated to work in an international team
Proficient in English

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About us

Creating Quality Coffee Moments

Hemro Group is a global group of innovators creating the world’s most advanced coffee grinding technology across our four world-renowned brands: Mahlkönig, Ditting, Anfim and HeyCafé.

As the leading coffee grinder, burr manufacturer, and technology solutions company, we are committed to excellence—from the factory floor to our sustainability efforts and beyond—so everyone can enjoy a quality coffee moment. Unified under the Hemro Group, our brands offer a full suite of trusted coffee grinder solutions for coffee shops, roasters, retailers, and home baristas.

Hemro Group grinders are designed in our innovation & technology facilities in our Zürich headquarters and produced in our three production facilities in Germany, Italy, and China. Our distribution partners sell our products in 100+ countries. Our global accessibility makes Hemro a reliable partner around the world.

Boasting more than 320 team members, our diverse group of innovators, engineers, coffee professionals, and creatives is a collaborative worldwide effort to develop a brighter tomorrow for coffee. Championed by our company’s innovative spirit, teams are encouraged to push the boundaries of coffee grinder technology. As a result, innovations such as Mahlkönig’s “Grind-by-Weight” technology are possible and move the industry forward toward a sustainable, lasting future for coffee.

Deine Aufgaben

Act as a primary contact for all external stakeholders, specifically distribution partners for all service and technical requests
Address and funnel customer warranty claims in CRM tool
Work closely together with Technical Product Managers and the Sales Coordination Team and leverage synergies to collaborate
Travel to partners for on-the-ground technical trainings and launch support like roadshows, exhibitions or Hemro offices
Build strong relationships with internal stakeholders, including engineering, manufacturing, marketing, sales and ensure cross-functional collaboration
Drive operational excellence by leveraging and enhancing information flows
Provide relevant customer and market feedback for continuous product enhancements
Be part of the efforts to put together technical training materials – like servicing, how-to, product descriptions and more
Travel time approx. 40%

Dein Profil

Engineering background with min. 3 years proven experience as Technical Services Manager or similar role, preferably the coffee industry (e.g., roaster, café manager, wholesale or operations manager for roasted or green coffee)
Hands-on, problem-solving mentality
Structured and organized attitude
Exceptional communication and presentation abilities, with a focus on a clear, customer-centric approach
Motivated to work in an international team
Proficient in English

Apply for this job

Über uns

Hochwertige Kaffeemomente schaffen

Die Hemro Group ist eine globale Gruppe von Innovatoren, die mit ihren vier weltbekannten Marken die fortschrittlichste Kaffeemahltechnologie der Welt entwickelt: Mahlkönig, Ditting, Anfim und HeyCafé.

Als führender Hersteller von Kaffeemühlen, Mahlwerken und Technologielösungen haben wir uns zu Spitzenleistungen verpflichtet - von der Produktion bis hin zu unseren Bemühungen um Nachhaltigkeit und darüber hinaus - damit jeder einen hochwertigen Kaffee genießen kann. Unter dem Dach der Hemro Group bieten unsere Marken ein umfassendes Angebot an bewährten Kaffeemühlenlösungen für Kaffeeketten, Coffeeshops, Röstereien, Einzelhändler und Home Baristas.

Die Mühlen der Hemro Group werden in unserem Innovations- und Technologiezentrum in Zürich entwickelt und in unseren drei Produktionsstätten in Deutschland, Italien und China hergestellt. Unsere Vertriebspartner verkaufen unsere Produkte in über 100 Ländern. Unsere globale Erreichbarkeit macht Hemro zu einem zuverlässigen Partner auf der ganzen Welt.

Mit mehr als 320 Teammitgliedern arbeitet unsere vielfältige Gruppe von Innovatoren, Ingenieuren, Kaffeeexperten und Kreativen weltweit zusammen, um eine bessere Zukunft für Kaffee zu entwickeln. Durch den innovativen Geist unseres Unternehmens werden die Teams ermutigt, die Grenzen der Kaffeemühlentechnologie zu erweitern. Das Ergebnis sind Innovationen wie Mahlkönigs "Grind-by-Weight"-Technologie, die die Branche in Richtung einer nachhaltigen, dauerhaften Zukunft des Kaffees voranbringen.

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We look forward to you.

We appreciate your interest in the Hemro Group. Please fill out the short form below. If you have difficulties uploading your data, please send an email to jobs@hemrogroup.com.