The Technical Customer Service (TCS) Manager is responsible for the end‑to‑end management of all technical complaints from European customers, as well as supporting TCS/TMD colleagues for other regions.
The role ensures fast, structured, and well‑documented complaint handling in the CRM system, acting as the single point of ownership between customers and internal stakeholders (Labs, Quality, Production, Sales, R&D).
The position plays a key role in customer satisfaction, transparency, root cause analysis, and continuous improvement.

• You will own and manage all European nonwovens customer complaints in the CRM system end‑to‑end, ensuring full, accurate, and traceable documentation—from initial registration, problem validation, and investigation (including lab analysis and cross-functional root cause analysis with Quality, Production, and Supply Chain) through corrective/preventive actions, technical alignment, final customer reporting, and settlement where required.

• You will support technical trials when needed to ensure proper customer processing of fibers.

• You will analyze and monitor complaint trends and recurring issues while supporting audits, internal reviews, and management reporting.

• You will provide technical support to external partners (primary and secondary customers), to ensure strong positioning of Lenzing fibers.

• You will monitor state-of-the-art technology developments and relationship management, with special regard to machine and fiber manufacturers.

• You hold a University degree in Textile/Nonwoven Technology, Engineering or similar field.

• You have several years of professional experience in the Nonwoven industries with direct customer contacts, complaint management, strong customer orientation and ownership mentality.

• You have excellent communication and coordination skills, high level of accuracy, reliability, and organization.

• You are resilient and bring strong negotiation skills across different cultural environments.

• You have the ability to work both independently and as part of a team, and in a cross‑functional environment.

• You have strong analytical skills and are comfortable working with programs such as SAP, Microsoft Office & CRM.

• You are fluent (C1) in German & English, both speaking and writing.

• Flexible working time arrangements within the frame of a flexitime model with homeoffice days and part-time options

• In-house and funded restaurant with garden, serving freshly prepared, organic-certified warm meals focussing on regional products

• Various health and sports opportunities such as financial contribution towards gym costs, health check-ups, physical therapy and more

• Various professional and personal training and further education opportunities in in-house education center (Bildungszentrum). Shared designing of your personal career path domestic and abroad

• A diverse and respectful corporate culture where safety and sustainability matter