An exciting opportunity has arisen to join the La Marzocco German branch in an After-Sales support role. The position will contribute to the smooth daily operation of after-sales activities, ensuring effective warranty management, timely technical support for customers and resellers, and continuous improvement in service quality.

Working closely with the After Sales Manager, the role will help strengthen relationships with service partners and resellers while ensuring alignment with La Marzocco standards.

In this role you will report to the After Sales Manager and you will be responsible for:

• Warranty Management: Manage the acceptance, processing and documentation of all warranty cases in Germany for both Home and Commercial products, including the creation of guarantee orders in SAP, internal documentation and reporting to Logistics.
• After-Sales Ticket Management: Act as the first point of contact for incoming after-sales tickets, managing and coordinating requests through Salesforce and Fluent Support.
• Technical Issue Tracking: Record and monitor ongoing machine and production-related issues, including those concerning spare parts, assembly and software, ensuring proper documentation and follow-up.
• Customer and Reseller Support: Support the After Sales Manager in daily operations by managing email correspondence and phone calls with end customers and resellers’ technical departments, ensuring timely and effective communication.
• Reseller Onboarding: Provide initial contact and ongoing support to new resellers, facilitating their onboarding process, particularly regarding spare parts ordering and access to the spare parts portal.
• Training and Product Content: Assist the After Sales Manager in creating video content for product presentations, technical training and workshops.
• Service Partner & Reseller Development: Provide technical support to existing resellers and service partners, contributing to their continuous development in terms of service quality, technical expertise and compliance with La Marzocco standards.

Professional Qualifications

• Previous experience in after-sales support, technical customer service or a similar role, preferably within a technical or product-oriented environment.
• Strong organizational skills, attention to detail and the ability to manage multiple requests and priorities effectively.
• Excellent communication and interpersonal skills, with a customer-oriented approach and the ability to interact professionally with customers, resellers and internal stakeholders.
• Good IT skills and confidence in using business systems, ticketing platforms and tools for documentation and reporting.
• Good command of German and English, both written and spoken, to communicate effectively with local customers and international teams.

Personal Attributes

You are:

• A natural problem-solver with strong interpersonal and communication skills.
• Highly customer-oriented and committed to delivering excellent after-sales service.
• Organized, proactive, and able to manage multiple tasks and priorities effectively.
• Comfortable taking ownership and responsibility, with a hands-on and solution-oriented approach.
• Professional, collaborative, and confident when interacting with customers, resellers, and internal teams.
• Curious and eager to learn, with a continuous improvement mindset and attention to La Marzocco standards.

Working Hours

• Monday to Friday with a full-time schedule
• Flexibility to support and participate in events and occasional travel when required.

Location: Berlin

La Marzocco is committed to best practices in Equity, Diversity, and Inclusion. We encourage applications from all backgrounds, communities and industries and are committed to having a team that is made up of diverse skills, experiences, and abilities. We value the positive impact that difference has on our team and actively encourage qualified applicants to submit their CV.