Role high level summary
We are looking for a hands-on and digitally minded T Desk Manager to help build and lead our new T Desk in Switzerland. In this role, you will support Mister T colleagues and T desk Sales Administrators in running T sales campaigns, improving follow-up discipline and strengthening the end-to-end repair opportunity process. Reporting to our Central Europe T Desk Lead, you will lead a growing administrative support team, drive process improvement, contribute to the creation and launch of standardized T packages, and help define incentive-related KPIs in alignment with sales incentive principles and Finance validation. The position is designed to reduce manual effort, increase process reliability and enable sales colleagues to focus more time on customer-facing activities. You will also use CRM, Power BI and Power Automate to create better visibility, automation and operational efficiency. This is an opportunity to shape a new capability from the ground up and contribute directly to service sales growth, customer focus and process excellence.
Key responsibilities
- Lead the daily operations of the T Desk and ensure effective support for Mister T colleagues and sales representatives managing T repair opportunities.
- Coordinate T sales campaigns, including campaign preparation, opportunity lists, follow-up tracking, status updates and performance reporting.
- Supervise, coach and develop the initial T Desk administrative team, ensuring clear priorities, workload distribution and quality standards.
- Act as the operational bridge between the T Desk, Mister T colleagues, field teams
- Drive standardization of T Desk workflows, templates, follow-up routines, escalation paths and handover points across Switzerland.
- Improve data quality and pipeline visibility in Service Sales CRM by reinforcing accurate opportunity updates, customer information, asset details and follow-up discipline.
- Establish, in collaboration with Sales leadership and Finance, incentive-related KPIs for the T Desk and sales stakeholders, ensuring alignment with existing sales incentive principles and formal validation by the Finance team before implementation.
- Support the creation, structuring and launch of standardized T packages to simplify campaign execution, improve customer value propositions and increase sales consistency across Switzerland.
- Identify process bottlenecks and lead continuous improvement initiatives to reduce manual work, delays, rework and dependency on informal communication.
- Develop dashboards, reports and simple automation solutions using Power BI, Power Automate and related Microsoft tools where appropriate.
- Support the definition and monitoring of KPIs, including campaign conversion, lead follow-up timeliness, quotation cycle time, pipeline status and administrative productivity.
- Contribute to future scalability of the T Desk model by documenting processes, identifying capability gaps and supporting team ramp-up planning.
Required profile
- Minimum 5 years of relevant experience in service sales support, sales operations, commercial administration, process coordination or a comparable operational support function, ideally with first exposure to team coordination or operational ownership.
- Ability to coordinate a small team or workstream, allocate tasks, follow up on priorities and support junior colleagues; formal people management experience is an advantage but not mandatory.
- Strong process mindset, with the ability to identify inefficiencies, simplify workflows and translate operational pain points into practical improvements.
- Solid understanding of CRM-based sales processes; experience with Service Sales CRM or similar sales pipeline tools is a strong advantage.
- Good digital skills in Microsoft 365, with practical ability to work with CRM data, Excel-based reporting and basic Power BI or Power Automate solutions.
- Strong communication skills and ability to work effectively with sales, field, technical and administrative stakeholders.
- Customer-oriented mindset, with a focus on service quality, speed, reliability and proactive follow-up.
- Analytical, structured and detail-oriented, while remaining pragmatic and solution-focused.
- Fluent business English is required. Proficiency in German is highly desirable, and French is a strong asset to support effective collaboration across the Swiss business environment.
- Profile suitable for a mid-level operational manager or experienced coordinator who has built relevant expertise over approximately five years in another organization and is ready to take ownership of a structured support function.
Core competencies
- Provides clear day-to-day guidance, supports junior colleagues and helps create accountability within the team.
- Identifies practical improvements, simplifies recurring issues and helps standardize ways of working.
- Uses CRM, Excel, Power BI and Microsoft tools to improve transparency, tracking and reporting, with a willingness to further develop automation capabilities.
- Connects sales, field and back-office teams and ensures clear communication between all parties involved in the T process.
- Follows through on priorities, tracks progress and ensures timely completion of campaign and follow-up activities.
- Understands how repair opportunities contribute to service sales growth, customer retention and operational performance.
Disclaimer: the responsibilities outlined above are not exhaustive. Additional tasks may be assigned as needed to support the organization's goals and objectives.