FT Customer Service & Success Manager - Americas

DWS Context

DWS is an innovative company revolutionizing the luxury retail industry through in-store and e-commerce product personalization solutions. Headquartered in France, we have expanded globally and established our US entity in NYC in 2023. With a growing customer base across the Americas, DWS Inc. offers exciting career opportunities in a dynamic environment at the forefront of innovation.

Company Overview

• Top notch product: Leveraging its expertise in laser-matter interaction, DWS has developed a range of high-tech laser engraving machines that cater to the personalization needs of major luxury brands.
• Industries with which we work: Luxury; Retail; Tech; Perfume & Cosmetics; Wine & Spirits; Leather goods; Jewelry; Hospitality; etc.
• Team: Great team spirit and connection between the different services, dynamic & supportive.
• Values: Excellence, innovation, service, sustainability.

Job Description

Based in New York and reporting to the Americas General Manager, you will hold a key position within DWS, ensuring the satisfaction and retention of our customers across the Americas region after the sales phase. Your mission will be to lead the Americas CSS function and delivering the optimal experience with our high-end laser engraving machines, from delivery through long-term customer support.

Key responsibilities include:

Customer Relationship & Retention

• Handle customer relationships from end of production through delivery, installation, and go-live.
• Support the renewal of service contracts across the Americas customer base.
• Coordinate after-sales response across the Americas.

After-Sales & Technical Operations

• Prioritize incidents ensuring effective triage and resolution.
• Plan and oversee preventive and corrective maintenance operations.
• Manage on-site workforce by coordinating field technicians.
• Acting as a hands‑on technical contributor when needed.

Supply Chain & Tools Management

• Oversee spare parts supply chain management including procurement, inventory control, and returns processing.
• Monitor customer relationships and report on key performance indicators (KPIs).
• Contribute to the development of tools and documentation as part of continuous improvement.

Team Leadership & Structure

• Structure and manage the CSS team across the Americas region.
• Mentor and develop team members to ensure a consistent, high-quality service experience across the region.

Candidate Profile

The ideal candidate brings a solid technical background combined with proven customer-facing and leadership skills, suited to the New York market and the Americas region.

• Education: Bachelor's to Master's degree in Operations, Engineering (mechanical or electromechanical), or equivalent. A dual technical and business profile is a strong asset.
• Experience: 5 years combining a technical field background (Field Engineer, Technician, or After-Sales Engineer) with customer success or account management in a B2B environment. Demonstrated experience managing or mentoring a technical team.
• Technical Skills: Solid understanding of electromechanical or hardware systems. Able to read technical documentation, interpret diagnostics and engage credibly with engineering teams. Capable of assessing incident severity, prioritizing interventions, and making informed decisions on escalation or spare parts replacement. Familiar with spare parts logistics (procurement, inventory, returns) and on-site workforce coordination. Proficient with CRM, ERP, and KPI reporting tools.
• Soft Skills: Proven ability to handle pressure, direct customer interactions and escalations with composure. Strong relationship mindset, autonomous, rigorous, and results-driven. Comfortable in a fast-paced, multicultural environment (US, FR, international). Affinity for premium products and/or the luxury sector.
• Languages & Mobility: Full professional proficiency in English required. French, Spanish or Portuguese is a plus. Regular travel within the US and sometimes within the Americas (20-30%).

Position Terms

•     Compensation: $110K - $130K based on profile

•     NYC-based with 2 remote days per week

•     Paid Time Off (PTO): 20 Business days, 11 national holidays and 6 sick days

•     Commuter benefits

•     Lunch offered once a week (details in the offer letter)

If you wish to join a fast-growing company with career opportunities and gain experience in both luxury and tech industries, please send your application at: audrey.colonel@dws-engraving.com