Mario Obi
From apprentice mechanic to global Chief Customer Service Officer — 25 years of industrial service, three continents, one common thread: people, customers, results.
That's how MAROIS came about — in two forms: Consulting for service organisations and Builds for custom PCs, prototypes and our own gadgets.
PHILOSOPHY
What drives me. How I think. What I believe.
After 25 years in industry I'm convinced: the biggest levers are rarely in the obvious. They lie in the balance.
THE MAGIC TRIANGLE
“These three areas have to be in balance. If one gets out of balance, the whole suffers. My job is to create that balance — and to keep it.”
— Mario Obi
Service is never an island
For me it was always essential to see the big picture — to actively involve sales and development in service strategies. The overall concept counts, not the isolated organisation.
From reactive to predictive
The goal of every one of my strategies: away from firefighting — towards forward-looking, predictive service. Away from one-man shows, towards operational redundancy. With the right products and processes.
I enable — I don't do it myself
With the right tools and the right team set-up, a strong organisation emerges that carries — independent of individuals.
Passion: workplaces and teams
I'm passionate about shaping work environments and cultures, process design and team development. A good workspace is infrastructure for performance.
From the field to leadership.
I've worked on every floor of the service business — from field service technician to the global leadership team. This breadth is no coincidence; it's the core of my consulting work.
Global responsibility for the entire customer service strategy, service organisation and customer experience. Development and implementation of a forward-looking service vision — from strategy to operational excellence. Direct co-responsibility for P&L, customer satisfaction and international service teams.
Strategy · global · P&LLed 40+ employees in a global support environment. Responsible for a P&L in the millions, strategic escalation management and the development of scalable service processes. Bystronic is one of the leading suppliers of laser cutting systems — a technically demanding, customer-facing environment.
40+ staff · international team · P&LBuild-up and transformation of the customer service organisation with 25+ employees. EBIT improvement of over 20%, introduction of NPS measurement with top results, digitalisation of service processes. First full executive responsibility reporting directly to the management board.
EBIT >20% · top NPS · digitalisationStarted as service desk engineer in support for X-ray and electron beam systems, then built a global service structure for the ebeam technology as Director Customer Service — a highly specialised niche with demanding OEM customers and end customers worldwide. Strategic positioning of service as an independent business unit with its own P&L. Eight years, two positions, from ticket to profit centre.
8 years · global · OEM · service as profit centreA foundation of technology and management.
More than consulting.
Who I am professionally is closely linked to what I do privately. I'm a maker — someone who would rather build than buy. A lifetime of travelling the world professionally and personally, at home in the mountains. This attitude carries my work: get stuck in, try things out, keep going.
"Building is more fun than using. The same philosophy applies in consulting: develop solutions, don't just describe them. And sometimes it takes Kilimanjaro to change perspective."
Ready for a conversation?
The initial call is free, open and without obligation — 45 minutes well spent.
Request an initial call → ContactIN NUMBERS
Bystronic · BOBST · Comet · IMDvista — Swiss industrial companies operating globally
REFERENCE PROJECTS
Projects that show what I mean.
No theory. No slides. Real organisations, real numbers, real results.
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More reference projects to follow