In a demanding market such as Switzerland, top-class technology is expected as standard. Therefore, when choosing a partner, it is not just the coffee machine that counts, but also the service concept. In Switzerland, 44 service technicians and four team leaders provide reliable customer support from day one, reaching even the most remote corners of the country.
The service technician checks the inventory before deployment.
A broad spectrum of tasks and the «Swiss Finish»
From the initial connection to ongoing operation, the technicians cover the entire spectrum: This includes installation, commissioning, and training as well as regular maintenance or troubleshooting. Another important component is the consultation around coffee quality to ensure that the machine and coffee deliver the best possible result. A service takes two to four hours depending on the model – and always ends with the obligatory 'Swiss Finish': a comprehensive quality check that ensures the machine runs optimally. This requires technical understanding, independent work, and the calmness to act professionally even under time pressure. Because on-site, the technician is the face of the company. The assignments are as varied as the locations:
The 360° revolving restaurant Piz Gloria on the Schilthorn, which owes its fame partly to James Bond.
A regional network – up to almost 3,000 meters in altitude
Clear regional structures ensure that the whole of Switzerland can be quickly and reliably serviced. In Ticino and Valais, where the machine population is low, Schaerer AG works with external partner companies that can respond more quickly on-site. And sometimes the path leads high up: In winter sports regions, technicians travel to mountain restaurants by cable car. A well-known example is the Piz Gloria on the Schilthorn, a revolving restaurant at almost 3,000 meters altitude. The restaurant gained worldwide fame in 1969 through the James Bond film 'On Her Majesty's Secret Service', where it served as the villain Blofeld's headquarters.
Our machines are also in use on several ships operating on Swiss lakes. Such appointments require careful planning in advance.
Digitalization, sustainability, and the future of service
Digitalization is also making headway in the service sector. Schaerer is standardising its processes worldwide to ensure a consistent approach, while also continuously monitoring customer satisfaction. At the same time, the company is developing its telemetry portal further to analyse machine data and identify future service requirements. This shift in approach means that Schaerer is moving towards a more proactive model. Sustainability is also a key consideration, with a focus on the reuse of components, extending machine lifespans and the use of reconditioned spare parts. With the introduction of electric vehicles for the service team, the company is also reducing its own carbon footprint. The article 'Sustainability as a Decision-Making Factor' illustrates just how deeply sustainability is embedded at Schaerer, and explains why it is increasingly influencing purchasing decisions.
Part of a Strong Global Network
As local as the Swiss Service is rooted, its global foundation is just as strong. The SEB Professional Beverage Service Network is active in 113 countries, serving around 1.2 million machines worldwide – and has been doing so for over 100 years. Within this community, Switzerland takes a pioneering role: Schaerer services not only its own coffee machines and those from WMF, but also the semi-automatic machines from La San Marco, and will also integrate Zummo and Pacojet in the future. As the factory service, the technicians are close to production – feedback from the field flows directly into development.
As part of the global SEB Professional Beverage Network, the Schaerer Service impressively demonstrates how central a strong, well-organized service team is for sustainable success – today and in the future. The combination of regional proximity, technical expertise, a diverse brand portfolio, and the use of digital tools makes the Service Switzerland an important unique selling point in the market.
