Service leader profile

One position at the heart of Schindler's strategy is that of Service Leader. Responsible for various teams of technicians, they are the closest connection to the Group's clients.

One is Christian Nyffeler, 37. He is responsible for a portfolio of clients in the Zurich area, where he manages two teams of 12 service technicians - six in each.

Christian joined Schindler two years ago, after working in sales and marketing for an “IT company”. Before joining our Group he held a similar position with one of the world's leading suppliers of electronic goods.

"I was looking for something new, where I could apply my skills and experience in sales and marketing and bring my technical knowledge into the field. But most of all I wanted to lead a team.

"I saw a job offer in the newspaper where Schindler was looking for a Service Leader. From the job description and the presentation of this advert it was clear for me that I wanted to join this company, which is very strong in engineering and which takes services very seriously."

Luckily, Christian got the job. More than two years later he is pleased with the decision he made.

Support and autonomy
"This is a good company. People are proud to work here and take responsibility for doing a good job. There are many people who I can refer to for support, and I have the autonomy to do my job and lead my team without interference."

But being a Service Leader at Schindler is also a demanding job. "The pressure to perform is high and growing. It is an extremely competitive business and, whereas Schindler – in Switzerland at least – is able to trade on its name, customers are very much focused on performance and results."

Pay and benefits
As far as compensation is concerned, Christian is happy with his package at Schindler. "Terms are very good – salary, social benefits, training possibilities and, what is more and more rare, job security.

"This is a company with a long-term perspective. We look further ahead than I was used to in the IT business."

Defining the qualities required of a Service Leader at Schindler is not easy. Clear thinking, discipline and determination are undoubtedly at the top of the list.

Christian is exclusively responsible for two teams, consisting of several different nationalities. He has to plan their schedules, perceive their needs, arrange training and generally make sure that they deliver high performance, as well as represent the company and convey a positive impression to customers.

Qualities needed
Other qualities of a good Service Leader are probably a good sense of humour as well as patience. Beside his team, Christian has to take care of a portfolio of diverse and demanding clients, including a hospital, a university as well as many businesses and property owners. This is in addition to the budgeting process and general administrative tasks of a manager.

Christian takes his own development very seriously. Despite a demanding job, and being a father of two small children, he is continuing his studies as Sales Manager, spending every Friday evening and Saturday at school.

Asked if he could see himself building a long-term career at Schindler, Christian is clear.

"Yes. The training opportunities are excellent. In the two years since I have joined Schindler I have attended three courses, i.e. leadership, sales and technical support. Also there are possibilities to work overseas.”