Self-test: Is the "Head of Technical Customer Service / Service with Federal Diploma" course the right one for me?
Does the job of Head of Technical Customer Service / Service suit you? Are you on the right track with the higher professional examination? Find out now with our free self-test.
What does the day-to-day work of a Head of Technical Customer Service / Service with a federal diploma look like?
Managers of technical customer service or the technical service department are responsible for strategic and operational management in production, service and trading companies. They formulate the strategy, specify the quality requirements and define the organization and processes for providing the services.
As a manager, you are responsible for the personnel matters of the department. They draw up the deployment plans and ensure the internal training of employees. The Head of Technical Customer Service / Service is the contact person for technical questions, provides technical support to service and installation personnel and monitors the quality of services. As the external contact person, the Head of Customer Service looks after customers, negotiates maintenance contracts or orders for conversions and repairs and deals with complaints.
(Note: The weighting/frequency of the individual task areas may vary depending on the company and task profile).
Question 1:
Do the activities described meet your expectations? Would you like to work as Head of Technical Customer Service?
Great!
If you don't like all the jobs, think about which ones interest you the most. Also take a look at relevant job advertisements. You may find that there are only jobs that you are more suited to, in which case you are in the right place with this training.
Also keep an eye out for alternatives. Here is a list of training courses in related fields that may be better suited to your interests and opportunities.
If you don't like the activities, take a look at the numerous other further training opportunities. You will find a large selection on Ausbildung-Weiterbildung.ch.
Target group and skills: For whom is the higher professional examination to become a manager of technical customer service with a federal diploma suitable? What qualities and skills are required?
The course or the higher professional examination for the Head of Technical Customer Service / Service is aimed at the following target group:
- Professionals with experience in the commissioning, maintenance, repair or conversion and renewal of machines, plants and systems
- Managers who manage or would like to manage a service department or technical customer service
Technical Customer Service Managers should have the following personal qualities and skills:
- Resilient and communicative person who maintains an overview in hectic situations
- Diplomatic skills
- Good assertiveness
- Structured, independent and goal-oriented way of working
- Leadership and social skills
- Service and customer-oriented behavior
- High sense of responsibility
- Communication skills
Question 2:
Do you belong to one of the target groups for this training course and do you have the necessary personal qualities?
Great!
- If you do not belong to any of the above-mentioned groups, you cannot apply for the federal diploma directly. In this case, take a look atfollowing page. You may come across further training courses here that are aimed precisely at people like you.
- If you do not have the necessary personal qualities and skills, you will not be happy in this demanding management role. Look out for further training opportunities that offer a professional specialization that better suits your skills.
- If you are unsure whether you are well suited to such a role, it is best to discuss this with your line manager or career advisor. You can find suitable providers of career advice and career coaching here:
Requirements for admission to the higher professional examination for Head of Technical Customer Service:
The admission requirements for admission to the Advanced Professional Examination for Experts in Accounting and Controlling are defined as follows:
- Federal certificate of proficiency (EFZ, apprenticeship) or equivalent qualification
And
- Five years of professional experience in technical customer service, including three years in a management position.
(Note: The prerequisites must be fulfilled by the time of the examination or examination registration)
You will find out whether you have been admitted to the higher professional examination at least three months before the start of the examination with a written notification including reasons in the event of a negative decision.
Note: Some schools are prepared to admit you to a preparatory course for the higher professional examination for Head of Technical Customer Service if you do not (yet) meet the criteria for admission to the federal examination. It is your responsibility to ensure that you meet the necessary requirements at the time of the examination/examination registration. At some schools, it is also possible to attend the course without the intention of taking an examination. Admission requirements vary depending on the provider.
Question 3:
Do you meet the requirements for admission?
Great!
- If you have a technical vocational qualification but not enough professional experience in the field and, above all, no management experience, then you may be interested in taking a professional examination for one of the following federal qualifications as an intermediate step:
- If you are not sure whether your professional experience will be recognized as professional experience for Head of Technical Customer Service / Service, clarify your chances directly with theSponsorshipof the examination, the Swiss Technical Customer Service Chamber of A-Z Management-Dienste für Unterricht und Weiterbildung AG.
- If you have little or no professional experience, you have the following options:
- Use professional job boards to search for suitable jobs where you can gain experience.Hereyou will find helpful information.
- If you know someone from your private or professional environment who is already working in foreign trade, ask this person for tips and whether he/she would support you in your job search. He/she will certainly have the relevant contacts and connections.
- If you are not sure whether your qualifications will be accepted for the higher professional examination (equivalence test), please contact theExamination secretariat.
- SERI is responsible for assessing the equivalence of foreign qualifications for admission to the HFP.Hereyou will find more information.
- If you have a technical vocational qualification but not enough professional experience in the field and, above all, no management experience, then you may be interested in taking a professional examination for one of the following federal qualifications as an intermediate step:
- If you are not sure whether your professional experience will be recognized as professional experience for Head of Technical Customer Service / Service, clarify your chances directly with theSponsorshipof the examination, the Swiss Technical Customer Service Chamber of A-Z Management-Dienste für Unterricht und Weiterbildung AG.
- If you have little or no professional experience, you have the following options:
- Use professional job boards to search for suitable jobs where you can gain experience.Hereyou will find helpful information.
- If you know someone from your private or professional environment who is already working in foreign trade, ask this person for tips and whether he/she would support you in your job search. He/she will certainly have the relevant contacts and connections.
- If you are not sure whether your qualifications will be accepted for the higher professional examination (equivalence test), please contact theExamination secretariat.
- SERI is responsible for assessing the equivalence of foreign qualifications for admission to the HFP.Hereyou will find more information.
Subject matter and content of the training
When compiling the course content and subject matter, the schools of the preparatory courses for the Higher Technical Examination for Head of Technical Customer Service are guided by the specifications of the sponsoring body, the Swiss Chamber of Technical Customer Service of A-Z Management-Dienste für Unterricht und Weiterbildung AG
The following topics are taught in the courses and examined at the HFP:
- Work technology and communication
- Project management
- Quality management
- Company organization
- Marketing
- Legal knowledge
- Sale
- Finance and accounting
- Corporate management and economics
- Personnel management
- Personnel development
- Law
- Service Management
- Telecommunications and information systems
Question 4:
Are you interested in this content, would you like to acquire knowledge in these subject areas?
Great! You can look forward to exciting and instructive hours in which you will broaden your knowledge horizon and skills - aspects that are in demand on the job market and increase your career and salary opportunities.
If you are only partially interested in the content of this federal diploma, take a look at other training and further education courses in the relevant field. You may find a course that suits you better. You will find inspirationhere.
Obviously the typical subject areas of Head of Technical Customer Service / Service with a federal diploma are not your thing. You would be better off looking at other further training courses. OnEducation-Further-Education.chyou will find a wide range of options.
Costs and financing of further training
With the exception of the examination fee, which is set by the course organizer, the costs are determined by the respective providers. There may therefore be (large) differences.
In general, the following costs must be expected for the 4-semester part-time training course to become a Head of Technical Customer Service:
- Course fees:Approx. CHF 15'800.- You will receive around 50% of this back from the federal government after the examination (regardless of the result). (subject financing)*
- External examination fees:CHF 2,250 (as of April 2023) The examination fee is set by the sponsoring body of the higher professional examination or course. The candidate pays the fee directly to the sponsoring body after admission has been confirmed.
- Extra costs:You will often have to expect additional costs for teaching materials, training documents and simulation exams, for example. Please contact the provider of your choice directly to find out what additional costs you can expect in addition to the course fees and examination fee.
* Since 1.1.2018, preparatory courses for federal professional examinations (BP) and higher professional examinations (HFP) have been financially supported by the federal government (so-called subject financing). Graduates of these courses will therefore be reimbursed up to 50% (max. CHF 9,500 for BP, max. CHF 10,500 for HFP) of the course costs paid upon application after taking the federal examination. In exceptional cases of hardship, the federal contributions are also paid out in advance.
Question 5:
Are you able to pre-finance around CHF 18,050 for the course and exam?
- Great! Here's another tip: If you are able to pay the full amount in advance, ask the school of your choice whether they offer a special discount for full payment in advance. Some schools also offer a discount for early booking.
- Information on financial support options from the employer, federal government, canton, foundations or through loans from the Education Promotion FoundationEducaSwissyou will receive in ourAdvisor"How to finance your further training properly".
- Information and help on budget planning and budget preparation can be foundhere.
- Most schools allow you to pay the course costs in installments. Most schools charge a small surcharge for payment in installments.
- Ask your employer whether they will contribute to the costs.
- Perhaps there is someone in your private circle who will support your further education project with a loan. A bank or credit institution may also support you with an education loan. You will be able to repay some of the borrowed funds immediately after the Advanced Federal Diploma Examination with the federal contribution.
- Information on financial support options from the employer, federal government, canton, foundations or through loans from the Education Promotion FoundationEducaSwissyou will receive in ourAdvisor"How to finance your further training properly".
- Information on financial support for temporary workers from "temptraining", the further training fund of the temporary employment sector, can be found athere.
- Information and help on budget planning and budget preparation can be foundhere.
- Most schools allow you to pay the course costs in installments. Most schools charge a small surcharge for payment in installments.
- Ask your employer whether they will contribute to the costs
- Perhaps there is someone in your private circle who will support your further education project with a loan. A bank or credit institution may also support you with an education loan. You will be able to repay some of the borrowed funds immediately after the Advanced Federal Diploma Examination with the federal contribution.
- Information on financial support options from the employer, federal government, canton, foundations or through loans from the Education Promotion FoundationEducaSwissyou will receive in ourAdvisor"How to finance your further training properly".
- Information on financial support for temporary workers from "temptraining", the further training fund of the temporary employment sector, can be found athere.
- Information and help on budget planning and budget preparation can be foundhere.
Duration of study, teaching times, teaching model and learning effort
- Duration:The training to become a Head of Technical Customer Service / Service is completed on a part-time basis and lasts 4 semesters (depending on the provider and training model). It also has a modular structure.
- Lesson times:The course is offered at different times depending on the provider. These time variants are determined independently by the respective schools, so there may be differences. There are often day courses (e.g. all day on Saturdays) and evening courses (e.g. weekday afternoons/evenings). Please contact the provider of your choice directly and ask for the current course times.
- Teaching models:Many schools often offer different teaching models so that you have the opportunity to combine further education with family, work and free time in the best possible way. You can usually choose between face-to-face teaching or online formats, such as online teaching, hybrid teaching or blended learning.
- Learning effort:Thanks to the in-service training concept, you can apply and deepen the learning material in practice straight away. Nevertheless, you should allow sufficient time for preparation and follow-up of the lessons and for self-study - how much depends on your prior knowledge, working style and learning speed. We recommend that you allow at least 4-6 hours per week as a precaution.
Note: Some schools offer so-called "taster lessons". This gives you the opportunity to gain an insight into the lessons and the learning atmosphere. Important aspects on the way to a successful graduation. It is best to contact the school of your choice directly for a taster lesson.
Question 6:
Can you find the time for lessons and self-study?
Great!
Tip for self-study: Set yourself realistic daily or weekly targets and think about a small reward when you have achieved them. A good study strategy not only motivates you, but also protects you from chaotic, stressful study days and nights shortly before the exam.
If you do not have that much time, contact the providers and clarify whether you can possibly complete the course over more than four semesters.
If you still don't have enough time, check whether you can create space for yourself elsewhere. Perhaps someone close to you can take on certain tasks for you for the duration of your training?
Degree, diploma and title
The final examination (HFP) to become a Head of Technical Customer Service is held every year, provided that at least 15 candidates meet the admission requirements, otherwise every two years. Candidates can choose the language in which they would like to take the Advanced Federal PET Diploma examination. There is a choice of the three official languages German, French or Italian.
Candidates are notified at least two months before the start of the examination. The invitation includes the examination program (location, time of the oral examination, permitted aids) and the list of experts.
The higher professional examination comprises five parts:
- Service management, corporate management, economics(practical 30 minutes, written 210 minutes, oral 30 minutes)
- Personnel management and development(practical 30 minutes, written 120 minutes, oral 30 minutes)
- Company organization and law(practical 30 minutes, written 120 minutes, oral 30 minutes)
- Customer relationship and product management(written 120 minutes, oral 30 minutes)
- Working techniques and communication(practical 30 minutes, written 120 minutes)
Diploma and title
Successful graduates of the higher professional examination receive a federal diploma and are entitled to use the federally recognized and protected title "Certified Head of Technical Customer Service / Service".
In French: "Cheffe de service technique après-vente diplômée / Chef de service technique après-vente diplômé"
In Italian: "Direttrice del servizio tecnico alla clientela diplomata / Direttore del servizio technico alla clientela diplomato"
In English: "Technical After Sales Manager with Advanced Federal Diploma of Professional Education and Training"
(Attention: The English title is merely a translation and recommendation but not a protected title).
Question 7:
Do you have the confidence to pass the Advanced Federal Diploma Examination?
Great!
Here are some general success factors on the way to a new training qualification:
- Regular attendance of lessons
- Actively contribute your questions, don't leave anything half-understood in the room!
- Interest in the topic and active participation in class
- Detailed preparation and follow-up of the lesson material at home
- Regular practice to get into the routine of solving tasks
- Regular application of what you have learned in everyday working life
- Contact and exchange with other participants, lecturers and successful former graduates of the course
- Committed cooperation in group work, processing of case studies, etc.
- Participation in learning groups for regular exchange
- Intensive exam preparation: practise exam situations and gain exam experience, e.g. in simulation exams
- If you are unsure, we recommend that you attend an information event on this course.
- Arrange a personal consultation appointment with the school of your choice or theSponsorshipthe Higher Professional Examination, the Swiss Chamber of Technical Customer Service of A-Z Management-Dienste für Unterricht und Weiterbildung AG. Explain your interest and your concerns and see how your counterpart reacts to which points and what they recommend.
- Ask the school management about support options. Also consider whether you would like other support, for example from learning therapists or coaches, autogenic or mental training.
Here are some general success factors on the way to a new training qualification:
- Regular attendance of lessons
- Actively contribute your questions, don't leave anything half-understood in the room!
- Interest in the topic and active participation in class
- Detailed preparation and follow-up of the lesson material at home
- Regular practice to get into the routine of solving tasks
- Regular application of what you have learned in everyday working life
- Contact and exchange with other participants, lecturers and successful former graduates of the course
- Committed cooperation in group work, processing of case studies, etc.
- Participation in learning groups for regular exchange
- Intensive exam preparation: practise exam situations and gain exam experience, e.g. in simulation exams
- If you are not at all confident of passing the final examination but would like to complete the training, it is best to arrange a personal consultation appointment with a school or theSponsorshipthe Higher Professional Examination, the Swiss Chamber of Technical Customer Service of A-Z Management-Dienste für Unterricht und Weiterbildung AG. Explain your interest and your concerns and see how your counterpart reacts to which points and what they recommend.
- Ask the school of your choice whether there are any support options for you.
- Also consider whether you would like other support, for example from learning therapists or coaches, autogenic or mental training. You can find suitable offers here:
No, the course for the Federal Diploma as Head of Technical Customer Service (HFP) does not suit you. What a pity? - Perhaps not, because there are so many other opportunities for further training. One or the other would certainly suit you much better.
Check which other further training courses are suitable for you. OnEducation-Further-Education.chyou will find a large selection of offers.
Training to become a Head of Technical Customer Service / Service is probably not the right further training goal for you.
Are you surprised or disappointed? Perhaps take the test again and see where your ideas or possibilities deviate from the ideal job. Perhaps this will point you in the direction of more suitable further training.
Then see which other further training courses interest you. ToEducation-Further-Education.chyou will find a large selection of offers.
This is a half-hearted result: the job of Head of Technical Customer Service / Service does not seem ideal for you. Or is it perhaps the form of training that doesn't appeal to you or isn't a good organizational fit?
See which other further training courses are suitable for you. OnEducation-Further-Education.chyou will find a large selection of offers.
Training to become a Head of Technical Customer Service / Service is not ideal for you - or is it?
If you are unsure, it is best to attend the providers' information events. There you can find out more about further training and discuss your personal options and questions directly with the specialist representatives present.
Directly to the schools:
This training seems to suit you.
As a next step, we recommend that you attend an information event at suitable schools and obtain details of the exact costs and dates.
Directly to the schools:
This course seems to be made for you!
The best thing to do now is to attend information events at the schools you are interested in and find out everything you need to know about the specific content, costs and dates.
Directly to the schools:
Linda, deine Weiterbildungsfinderin