Technical Complaint Manager | Software & Hardware

Technical Complaint Specialist | Software & Hardware (80%)

Basel Region, Switzerland | Hybrid

Do you enjoy getting to the root cause of complex technical problems and coordinating different teams to make sure they are properly resolved?

We are supporting a leading international technology and engineering organisation in the Basel region that develops sophisticated digital, software and hardware solutions used across industrial environments worldwide.

They are looking for a Technical Complaint Specialist to take ownership of customer complaints from initial investigation through to sustainable resolution.

Sitting at the intersection of Quality, Software & Hardware Development, Service & Support and Product Management
, you will make sure technical problems are not simply closed, but properly investigated, understood and prevented from recurring.

This is a particularly interesting opportunity for someone who combines a Quality Management mindset with strong problem-solving and stakeholder management skills
.

• Take end-to-end ownership of customer complaints — from initial assessment and investigation through to sustainable resolution.
• Coordinate complaint investigations across Development, Service & Support, Product Management and Quality teams.
• Analyse technical issues involving software and hardware products
  , including bugs, unexpected system behaviour, process gaps and recurring problems.
• Drive root-cause analysis and corrective actions
  , ensuring the underlying problem is addressed rather than simply treating the immediate symptom.
• Apply and promote structured problem-solving methodologies such as 8D
  .
• Manage and coordinate multiple complaint cases while ensuring stakeholders remain accountable and actions continue moving forward.
• Identify recurring and systemic patterns and translate them into proactive product and process improvements
  .
• Contribute to non-conformity management, continuous improvement and the ongoing development of complaint-management processes
  .
• Provide transparency around complaint status, trends and performance through appropriate KPIs and reporting
  .
• Influence and coordinate stakeholders across the organisation —
  without requiring formal authority
  .

We are open to candidates across different levels of experience, from strong developing professionals through to more experienced specialists.

Ideally, you will bring:

• A background in Quality Management
  , gained through either your education or professional experience.
• Experience involving customer complaints, complaint management, non-conformities, technical support, audits and/or continuous improvement
  .
• Exposure to software and/or hardware products
  , with an understanding of how technical problems are investigated and resolved.
• Familiarity with structured problem-solving and root-cause methodologies such as 8D, RCA and corrective actions
  .
• Degree or equivalent background in Engineering, Computer Science, Quality Management, Business Administration or a related discipline.
• Quality or auditor certifications would be advantageous, but are not essential
  .
• Strong analytical skills and a structured, solution-oriented approach to solving problems.
• The ability to coordinate different teams and personalities, challenge constructively and keep investigations moving towards resolution.
• German around B2 level or above
  , ideally already being used regularly within a professional environment.

Technical knowledge is important, but mindset and personality are equally important
.

You will probably enjoy this role if you:

• See complaints as opportunities to improve products and processes
  , rather than simply cases to close.
• Naturally step back, analyse situations objectively and search for the underlying root cause.
• Enjoy bringing together people from different technical and business functions to solve problems.
• Take ownership and are comfortable driving actions through to completion.
• Can influence, motivate and challenge stakeholders constructively —
  without micromanaging or relying on hierarchy
  .

You will be joining a highly established, internationally recognised technology organisation with more than 18,000 employees…